Sam Wilson flies coach

The building had plywood walls, fake doors, and a catwalk where the instructors stood with clipboards. Sam Wilson was a first lieutenant, third man in the stack. They went through the door, and he got shot.

Simulated rounds, the kind that leave a welt. He was dead. Afterward, the staff sergeant running the drill looked up from his clipboard, saw an officer, saw the Ranger tab on the officer's shoulder, and his posture changed. Wilson could read it. This was going to be an argument.

"So, sir, how do you think that went?"

"Someone needs to write a letter to my mom explaining that her son's a moron."

Wilson had been in his own head, worrying about what the rest of the unit was doing, and he lost track of where he was and what the third man through the door is supposed to do. He said so. The sergeant asked what he wanted to do about it. Wilson asked to run it again. They ran it again.

He told that story on the CEO.com Podcast about halfway through, and it is the closest thing to a theory of management he offered. Wilson runs 8x8, a Nasdaq-listed cloud communications company with somewhere north of $700 million in annual revenue. He runs it the way that Sergeant ran the kill house. Say what was supposed to happen. Say what happened. Say why. Run it again.

Every marketing campaign at 8x8 starts with someone writing down the expected result and the KPIs. A month later, the actual numbers come back, and the team sits down for what the Army calls an after-action review. "I will never fire anybody for missing the results," Wilson said. "But I'll fire you if you're not willing to say, 'Hey, we missed the results, here's why we missed the results, and here's what we learned from it.'" Products ship in beta on purpose. In his first year as chief executive, not one of them was perfect on day one, and he is glad. "If it was perfect, we waited too long."

Wilson became CEO of 8x8 in May 2023 after six months as the interim, and after a board search that ended with the interim guy. He had been chief financial officer before that, then chief customer officer, and had spent a year living in the UK running the European business; he was originally hired in 2017 to build a small-business unit that didn't exist until he showed up. Before 8x8, he helped take MobileIron public. Before MobileIron, he spent 14 years on Wall Street covering communications companies and then investing in them, according to the biography 8x8 supplied for a Rosenblatt Securities investor conference. Before Wall Street, the Army. He has an engineering degree from Seattle University and an MBA from Berkeley, and he introduced himself on the show as the dumbest person at the company, since everyone below him is smarter than he is.

The company he inherited has died several times. 8x8 started as a chip company. The name is the pixel block its video chips processed. Then video conferencing, then home phone service over the internet, then business phones, then contact centers. Bryan Martin, who was CEO three CEOs ago and is now chief technology officer, remembers a 17-cent stock and not knowing how to make payroll the following week. When Wilson spoke with CEO.com, he put the business at $750 million a year with $130 million in EBITDA. It has since returned to year-over-year growth, and in August the company reported its fifth consecutive quarter of growth and a record $190 million in quarterly revenue.

On AI he sounds like the banker he used to be. He guesses more than $100 billion of venture money has gone into the space, and he takes it as a rule that research dollars turn into innovation. Spend $100 against someone spending $1,000 and you lose. So 8x8 does not compete with the bots. It builds the plumbing the bots need: the software that places a call, routes a case, hands a conversation from a machine to a person and back. Transcription, translation, and sentiment analysis get pulled inside the firewall where customer data can be processed under GDPR. The specialized stuff comes from partners. 8x8 was working with OpenAI six months before anyone had heard of ChatGPT, Wilson said, and has been working with Meta on Llama. He has kept saying versions of this on 8x8's site this year: that the integration layer matters more than the model, and that companies measuring AI output are paying for the wrong thing.

The values took longer. Rangers have a creed and recite it. 8x8, when Wilson took over, had nothing. He got a few minutes with Admiral William McRaven, who ran Joint Special Operations Command, and asked him how you build that kind of culture with grown adults hired from the outside. McRaven asked whether he knew the Ranger Creed. Of course. Did you write it down? Did everybody repeat it?

So they wrote it down. The values are on the wall of every 8x8 office and on the first slide of every all-hands, and most Sunday mornings Wilson writes an email to the whole company about one of them, or about something that went well, or something that went badly. Email, he pointed out, is the cheapest communication technology on earth and does not care about time zones. One value is "disagree and commit," which took a real fight to adopt. One is that people hold each other accountable, and he will name in writing which department held which other department to its word, whether or not the second department enjoys it. One is that the company is cost-conscious, which he interprets literally. Wilson flew more miles than anyone at 8x8 last year and all of them in coach. "If my engineer can't fly business class, the CEO ain't flying business class." He does not, he said, pass rules where some animals are more equal than others.

He hires anywhere. Montana, Romania, Singapore, the UK. Fewer offices than a company his size would normally keep, and the savings go to flying teams together for four or five days at a time.

He has been married 24 years and is still being retrained on how to load a dishwasher. He offered this as evidence that if mistakes were a firing offense, he would not have survived his first week of marriage, and that nobody should build an organization on the assumption that anyone is perfect. He is a regulated telecom in 60 countries and files about 1,500 tax returns a month, and lately, he said, he is being audited everywhere from Indonesia to Chicago and has had to hire people just to answer the letters. He does not mind paying. He minds getting three days to respond to 30 pages.

The last question on the CEO.com Podcast is always the same: who gave you a chance? Wilson named Army officers and Wall Street bosses and his wife, and said that if he tore his CEO badge into 75 pieces there would be one for each of them. He brought up Chester Nimitz, who ran a ship aground in his first command and would have been finished under a zero-failure system before he ever got to the Pacific. 8x8 hires veterans, many of them from special operations, because Wilson wants it, and he mentors them himself.

Then he told the host he asked good questions. Holy mackerel, he said. He would love to come back.

00:00:00 Sam Wilson's Journey to CEO of 8x8
00:02:56 8x8's Approach to AI Technology
00:05:12 Deciding Where to Focus Product Development
00:07:22 Learning to Delegate as CEO
00:09:16 Hiring Globally and Building Culture
00:12:38 Creating Company Values from Military Roots
00:16:04 Self-Leadership Lessons from the Army Rangers
00:20:39 Silicon Valley's Evolution and Return to Purpose
00:25:12 The Role of Empathy in Leadership
00:27:16 Dealing with Failure, Personally and Professionally
00:30:33 Navigating Global Regulation and Taxes
00:33:12 Mentors Who Gave Him a Chance

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No.

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It<00:03:02.377> is<00:03:02.570> and<00:03:02.698> it<00:03:02.859> isn't.

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So<00:03:03.421> we<00:03:03.759> first<00:03:04.160> got<00:03:04.305> involved<00:03:04.787> in<00:03:04.867> the<00:03:05.028> AI<00:03:05.301> space,<00:03:05.671> I<00:03:05.703> would<00:03:05.783> say<00:03:06.073> 2018,<00:03:07.535> '19,<00:03:08.804> because,<00:03:08.997> you<00:03:09.061> know,<00:03:09.125> we<00:03:09.190> were<00:03:09.286> looking<00:03:09.527> at<00:03:09.624> things<00:03:09.800> around<00:03:10.025> the<00:03:10.106> contact<00:03:10.507> center<00:03:10.909> and<00:03:10.973> we<00:03:11.054> hired<00:03:11.311> a<00:03:11.327> number<00:03:11.536> of<00:03:11.633> individuals<00:03:12.185> from<00:03:12.363> IBM<00:03:12.752> Watson,<00:03:14.050> which<00:03:14.212> is<00:03:14.293> one<00:03:14.342> of<00:03:14.390> the<00:03:14.536> pioneers<00:03:14.974> of<00:03:15.104> AI.

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And<00:03:16.094> we<00:03:16.256> were,<00:03:16.499> we<00:03:16.645> were<00:03:16.677> sort<00:03:16.823> of<00:03:16.986> deep<00:03:17.245> in<00:03:17.375> that<00:03:17.553> space.

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But<00:03:18.608> there's<00:03:18.851> two<00:03:19.094> things<00:03:19.338> we<00:03:19.484> realized.

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Number<00:03:20.295> one<00:03:20.376> is<00:03:20.476> starting<00:03:20.824> in<00:03:20.957> 2020<00:03:21.636> and<00:03:21.719> 2021,<00:03:23.142> we<00:03:23.527> really<00:03:23.944> noticed<00:03:24.329> the<00:03:24.425> venture<00:03:24.666> capital<00:03:25.163> community<00:03:25.628> step<00:03:26.093> up<00:03:26.189> and<00:03:26.270> start<00:03:26.510> to<00:03:26.590> fund<00:03:26.831> these<00:03:27.072> things.

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So<00:03:27.376> all<00:03:27.553> the<00:03:27.713> technology<00:03:28.274> that<00:03:28.355> people<00:03:28.595> see<00:03:28.916> today,<00:03:29.959> we<00:03:30.183> first<00:03:30.520> saw<00:03:31.226> 2,<00:03:31.402> 3,<00:03:31.627> 4<00:03:31.867> years<00:03:32.108> ago,<00:03:33.070> um,<00:03:33.166> when<00:03:33.278> they<00:03:33.391> were<00:03:33.487> be—<00:03:33.872> being<00:03:34.048> funded.

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And,<00:03:34.754> you<00:03:34.786> know,<00:03:34.882> my<00:03:35.091> best<00:03:35.331> guess<00:03:35.556> right<00:03:35.668> now<00:03:35.957> is<00:03:36.053> there's<00:03:36.214> been<00:03:36.310> a<00:03:36.374> hun—<00:03:36.614> in<00:03:36.759> excess<00:03:37.031> of<00:03:37.096> $100<00:03:37.481> billion<00:03:38.924> of<00:03:39.020> venture<00:03:39.341> capital<00:03:39.902> that's<00:03:40.063> sort<00:03:40.159> of<00:03:40.287> been<00:03:40.528> allocated<00:03:40.961> to<00:03:41.089> that<00:03:41.330> AI<00:03:41.522> space.

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And<00:03:43.575> I'm<00:03:43.768> a<00:03:43.832> firm<00:03:44.137> believer<00:03:44.634> that<00:03:44.874> number<00:03:45.195> of<00:03:45.355> dollars<00:03:45.772> of<00:03:45.901> R&D<00:03:46.558> equals<00:03:46.863> innovation.

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So<00:03:48.066> if<00:03:48.146> you're<00:03:48.323> spending<00:03:48.788> $100<00:03:49.365> and<00:03:49.461> someone's<00:03:49.750> spending<00:03:49.975> $1,000,<00:03:50.969> they're<00:03:51.049> gonna<00:03:51.193> out-innovate<00:03:51.755> you.

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And<00:03:52.639> I<00:03:52.978> didn't<00:03:53.364> wanna<00:03:53.622> compete<00:03:54.250> with<00:03:54.331> that<00:03:54.588> venture<00:03:54.910> capital,<00:03:56.908> you<00:03:56.940> know,<00:03:57.165> wall<00:03:57.552> of<00:03:57.713> money.

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But<00:03:58.680> the<00:03:58.760> second<00:03:59.163> thing<00:03:59.404> is<00:03:59.662> almost<00:04:00.129> all<00:04:00.322> of<00:04:00.467> it<00:04:00.629> needs<00:04:01.435> a<00:04:01.516> contact<00:04:02.226> center,<00:04:02.646> a<00:04:02.662> set<00:04:02.888> of<00:04:03.195> workflow<00:04:03.776> software<00:04:04.406> to<00:04:04.568> run<00:04:04.729> on<00:04:04.826> top<00:04:05.149> of.

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If<00:04:06.037> you<00:04:06.118> don't<00:04:06.328> have<00:04:06.441> the<00:04:06.521> right<00:04:06.764> data<00:04:07.006> sets<00:04:07.490> and<00:04:07.571> you<00:04:07.733> can't<00:04:08.282> actually<00:04:08.847> execute<00:04:09.509> the<00:04:09.654> next<00:04:09.832> best<00:04:10.138> action,<00:04:11.105> really<00:04:11.282> doesn't<00:04:11.524> matter<00:04:11.766> how<00:04:11.943> good<00:04:12.088> the<00:04:12.168> robot<00:04:12.571> is.

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And<00:04:13.442> so<00:04:13.538> what<00:04:13.699> we've<00:04:13.925> done<00:04:14.038> the<00:04:14.102> last<00:04:14.408> few<00:04:14.570> years<00:04:14.908> is<00:04:15.295> really<00:04:15.859> focus<00:04:16.262> our<00:04:16.423> effort<00:04:17.390> on<00:04:17.567> building<00:04:17.970> that<00:04:18.362> world-class<00:04:19.189> workflow<00:04:19.536> software.

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Make<00:04:20.904> a<00:04:20.984> call,<00:04:21.370> get<00:04:21.547> a<00:04:21.627> call,<00:04:21.964> leave<00:04:22.189> a<00:04:22.269> voicemail,<00:04:24.020> move<00:04:24.197> a<00:04:24.277> case<00:04:24.599> to<00:04:24.759> an<00:04:24.839> agent,<00:04:25.402> have<00:04:25.627> that<00:04:25.787> case<00:04:26.189> directed<00:04:26.510> to<00:04:26.622> a<00:04:26.751> bot,<00:04:27.169> agent<00:04:27.426> assist,<00:04:27.875> all<00:04:27.972> these<00:04:28.132> kinds<00:04:28.454> of<00:04:28.598> little<00:04:28.839> things<00:04:29.723> through<00:04:30.204> all<00:04:30.381> the<00:04:30.526> digital<00:04:30.863> channels,<00:04:31.570> all<00:04:31.746> the<00:04:31.827> fragmentation<00:04:32.630> of<00:04:32.710> communications<00:04:33.353> technology.

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That's<00:04:34.557> really<00:04:34.702> where<00:04:34.750> we<00:04:34.782> focus<00:04:34.943> our<00:04:34.975> R&D.

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And<00:04:35.746> then<00:04:35.826> we<00:04:35.987> partner<00:04:36.405> for<00:04:36.517> that<00:04:36.790> AI<00:04:37.111> piece.

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And<00:04:37.593> so<00:04:37.754> AI<00:04:38.011> plays<00:04:38.268> a<00:04:38.396> definite<00:04:38.734> role,<00:04:39.376> and<00:04:39.521> we<00:04:39.617> are<00:04:39.762> partnered<00:04:40.179> with<00:04:40.340> some<00:04:40.501> of<00:04:40.565> the<00:04:40.822> leading<00:04:41.143> companies<00:04:41.561> in<00:04:41.609> the<00:04:41.770> world.

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I'm<00:04:42.830> sure<00:04:43.215> you're<00:04:43.376> familiar<00:04:43.793> with<00:04:44.099> OpenAI.

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Sure.

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The<00:04:45.962> people<00:04:46.187> that<00:04:46.283> brought<00:04:46.508> you<00:04:46.604> ChatGPT,<00:04:48.130> we<00:04:48.290> started<00:04:48.675> working<00:04:49.013> with<00:04:49.157> them<00:04:49.334> 6<00:04:49.735> months<00:04:50.056> before<00:04:50.394> they<00:04:50.538> came<00:04:50.763> out<00:04:50.859> of<00:04:50.923> stealth<00:04:51.341> mode.

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So<00:04:51.742> before<00:04:52.144> the<00:04:52.449> world<00:04:52.866> even<00:04:53.091> knew<00:04:53.187> what<00:04:53.268> ChatGPT<00:04:53.990> was,<00:04:54.793> we<00:04:54.954> were<00:04:55.034> already<00:04:55.275> playing<00:04:55.660> with<00:04:55.821> it<00:04:55.901> in<00:04:55.981> our<00:04:56.142> labs,<00:04:57.121> and<00:04:57.202> we<00:04:57.346> use<00:04:57.587> them<00:04:57.828> for<00:04:57.924> a<00:04:57.940> number<00:04:58.245> of<00:04:58.406> core<00:04:58.647> pieces<00:04:58.904> of<00:04:59.032> technology<00:04:59.690> inside<00:05:00.076> the<00:05:00.172> platform.

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We're<00:05:01.440> already<00:05:01.842> working<00:05:02.163> with<00:05:02.324> Meta<00:05:02.564> on<00:05:02.805> Llama<00:05:03.062> 4<00:05:04.090> and<00:05:04.186> some<00:05:04.347> of<00:05:04.411> those<00:05:04.652> kinds<00:05:04.909> of<00:05:04.989> technologies.

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So<00:05:05.776> yes,<00:05:06.659> we<00:05:06.755> play<00:05:06.996> a<00:05:07.141> role<00:05:07.317> in<00:05:07.397> those<00:05:07.622> areas,<00:05:08.265> and<00:05:08.521> we're,<00:05:08.762> we're<00:05:08.859> sort<00:05:09.067> of<00:05:09.164> proud<00:05:09.469> of<00:05:09.501> our<00:05:09.629> AI<00:05:09.950> jobs.

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Yeah,<00:05:11.556> that's<00:05:11.732> incredible.

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How<00:05:12.773> do<00:05:12.918> you,<00:05:13.334> like,<00:05:13.639> as<00:05:13.799> you<00:05:13.895> go<00:05:14.135> through,<00:05:14.440> like,<00:05:15.497> what,<00:05:15.898> what,<00:05:16.362> what<00:05:16.603> area<00:05:16.859> should<00:05:17.019> the<00:05:17.099> fo—<00:05:17.484> the<00:05:17.724> company<00:05:17.981> focus<00:05:18.301> on,<00:05:18.541> right?

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And<00:05:18.926> like,<00:05:19.102> what<00:05:19.262> products<00:05:19.823> and<00:05:20.047> features<00:05:20.384> should<00:05:20.528> we<00:05:20.624> build<00:05:20.881> into<00:05:21.986> the<00:05:22.146> company,<00:05:22.707> and<00:05:22.867> where<00:05:23.044> do<00:05:23.188> we<00:05:23.284> spend<00:05:23.652> our<00:05:23.829> time?

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And<00:05:24.950> with<00:05:25.127> integrations<00:05:25.687> and<00:05:25.767> things<00:05:25.912> like,<00:05:26.136> how<00:05:26.168> do<00:05:26.296> you<00:05:26.536> think<00:05:26.697> about<00:05:26.953> that?

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Like,<00:05:27.257> how<00:05:27.370> do<00:05:27.498> you<00:05:27.674> decide,<00:05:28.075> like,<00:05:28.315> where<00:05:28.555> to<00:05:28.635> focus?

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Um,<00:05:30.878> look,<00:05:31.055> I'm,<00:05:31.279> I'm,<00:05:31.535> I'm<00:05:31.744> always<00:05:32.000> brutally<00:05:32.304> honest,<00:05:32.785> and,<00:05:33.106> and<00:05:33.506> I,<00:05:33.666> I<00:05:33.762> would<00:05:33.923> say<00:05:34.147> I'm<00:05:34.307> sort<00:05:34.499> of<00:05:34.580> a<00:05:34.644> 6<00:05:35.028> out<00:05:35.140> of<00:05:35.204> 10<00:05:35.525> or<00:05:35.621> a<00:05:35.685> 7<00:05:36.006> out<00:05:36.102> of<00:05:36.166> 10<00:05:36.406> hitter<00:05:36.646> on<00:05:36.727> this<00:05:36.887> topic,<00:05:37.287> right?

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I,<00:05:37.560> like,<00:05:38.345> so<00:05:38.569> you<00:05:38.713> just<00:05:38.890> know<00:05:39.066> the<00:05:39.146> advice<00:05:39.530> you're<00:05:39.675> getting<00:05:40.011> is<00:05:40.716> I've<00:05:40.876> made<00:05:41.053> my<00:05:41.277> fair<00:05:41.614> share<00:05:41.854> of<00:05:41.998> mistakes.

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Generally,<00:05:43.841> the<00:05:44.002> way<00:05:44.178> we<00:05:44.322> try<00:05:44.498> to<00:05:44.723> think<00:05:44.883> about<00:05:45.204> it<00:05:45.524> is<00:05:45.684> we<00:05:45.765> wanna<00:05:46.005> bring<00:05:46.646> a,<00:05:47.207> AI<00:05:47.784> or,<00:05:48.104> or<00:05:48.409> given<00:05:48.649> technology<00:05:49.226> in-house<00:05:50.172> if<00:05:50.268> we<00:05:50.428> wanna<00:05:50.701> make<00:05:50.989> it<00:05:51.149> a<00:05:51.165> shared<00:05:51.807> service<00:05:53.233> across<00:05:53.938> our<00:05:54.034> platform.

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So<00:05:55.781> what's<00:05:55.957> an<00:05:56.022> example<00:05:56.374> of<00:05:56.454> that?

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AI<00:05:57.736> is<00:05:58.265> wonderful<00:05:59.627> at<00:05:59.740> figuring<00:06:00.349> out,<00:06:02.112> how<00:06:02.288> to<00:06:02.432> take<00:06:02.608> a<00:06:02.689> question<00:06:03.394> and<00:06:03.490> synthesize<00:06:04.211> what<00:06:04.355> it<00:06:04.516> really<00:06:04.756> means.

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Would<00:06:05.974> you<00:06:06.118> like<00:06:06.311> a<00:06:06.375> pizza?

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I<00:06:07.016> would<00:06:07.160> like<00:06:07.336> a<00:06:07.416> pizza.

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What<00:06:07.977> kind<00:06:08.154> of<00:06:08.218> pizza?

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These<00:06:08.939> kinds<00:06:09.259> of<00:06:09.340> simple<00:06:09.804> questions,<00:06:10.702> are<00:06:11.006> actually<00:06:11.584> really<00:06:11.968> complex<00:06:12.497> because<00:06:12.706> they<00:06:12.850> can<00:06:12.946> be<00:06:13.090> asked<00:06:13.347> a<00:06:13.411> million<00:06:13.668> different<00:06:13.972> ways.

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And<00:06:14.870> to—<00:06:15.415> you<00:06:15.511> want<00:06:15.639> to<00:06:15.736> get<00:06:15.896> out<00:06:16.008> of<00:06:16.136> the<00:06:16.216> idea<00:06:16.649> of<00:06:16.858> how<00:06:17.178> you<00:06:17.339> ask<00:06:17.595> the<00:06:17.819> question<00:06:18.220> gives<00:06:18.332> you<00:06:18.413> a<00:06:18.477> completely<00:06:18.813> different<00:06:19.102> answer.

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And<00:06:20.224> so<00:06:20.465> those<00:06:20.737> are<00:06:20.962> transcription,<00:06:21.827> translation,<00:06:22.805> those<00:06:23.029> kinds<00:06:23.222> of<00:06:23.366> things.

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Sentiment<00:06:24.568> analysis,<00:06:25.995> we'll<00:06:26.252> bring<00:06:26.492> those<00:06:26.733> in-house.

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And<00:06:28.336> we<00:06:28.480> want<00:06:28.624> to<00:06:28.801> always<00:06:29.057> make<00:06:29.297> sure<00:06:29.538> that<00:06:29.682> they<00:06:29.778> follow<00:06:30.163> the<00:06:30.323> GDPR<00:06:31.381> and<00:06:31.462> the<00:06:31.542> data<00:06:31.782> privacy<00:06:32.488> rules.

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So<00:06:33.369> it's<00:06:33.610> really<00:06:33.946> key,<00:06:34.171> for<00:06:34.251> example,<00:06:34.523> about<00:06:34.812> OpenAI<00:06:35.886> is<00:06:36.110> we<00:06:36.255> don't<00:06:36.816> has—<00:06:38.017> let's<00:06:38.146> say<00:06:38.178> we're<00:06:38.354> using<00:06:38.594> them<00:06:38.755> for<00:06:38.835> transcription<00:06:39.716> and<00:06:39.796> we<00:06:39.860> want<00:06:39.956> to<00:06:40.036> take<00:06:40.261> a<00:06:40.421> German<00:06:40.822> into<00:06:41.238> English.

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We<00:06:42.344> don't<00:06:42.744> give<00:06:43.001> them<00:06:43.305> the<00:06:43.401> transcription<00:06:44.267> and<00:06:44.363> say,<00:06:44.587> please<00:06:44.843> give<00:06:45.004> me<00:06:45.084> the<00:06:45.228> English<00:06:45.548> response.

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We've<00:06:46.846> brought<00:06:47.151> the<00:06:47.247> technology<00:06:48.272> in-house.

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It's<00:06:48.913> on<00:06:49.009> our<00:06:49.490> side<00:06:49.746> of<00:06:49.811> the<00:06:49.891> firewall.

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It's,<00:06:51.493> you<00:06:51.573> know,<00:06:51.669> it's<00:06:51.877> hidden<00:06:52.134> from<00:06:52.358> the<00:06:52.438> rest<00:06:52.695> of<00:06:52.775> the<00:06:52.855> world.

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And<00:06:53.720> so<00:06:53.960> you<00:06:54.137> can<00:06:54.297> take<00:06:54.762> customer<00:06:55.178> data,<00:06:56.204> put<00:06:56.364> it<00:06:56.444> in<00:06:56.604> there,<00:06:56.861> and<00:06:57.021> get<00:06:57.181> the<00:06:57.341> English<00:06:57.662> response<00:06:58.143> in<00:06:58.287> return<00:06:59.424> because<00:07:00.129> it's<00:07:01.091> all—<00:07:01.443> the<00:07:01.604> tools<00:07:01.924> are<00:07:01.988> inside.

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And<00:07:02.389> so<00:07:02.437> that's<00:07:02.629> a<00:07:02.773> lot<00:07:03.014> of<00:07:03.094> what<00:07:03.190> we<00:07:03.334> really<00:07:03.494> focus<00:07:03.895> on.

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Is<00:07:04.536> that<00:07:04.697> shared<00:07:05.114> common<00:07:05.451> service.

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Now,<00:07:06.736> if<00:07:06.864> you're<00:07:07.041> an<00:07:07.121> expert<00:07:07.667> at<00:07:07.908> customer<00:07:08.245> service<00:07:08.646> bots<00:07:09.690> or<00:07:09.770> an<00:07:09.915> expert<00:07:10.477> at<00:07:11.039> sales<00:07:11.536> bots<00:07:12.098> or<00:07:12.885> those<00:07:13.062> kinds<00:07:13.222> of<00:07:13.302> things,<00:07:13.864> we<00:07:14.025> want<00:07:14.169> to<00:07:14.330> partner<00:07:14.972> and<00:07:15.053> we<00:07:15.133> want<00:07:15.277> to<00:07:15.309> let<00:07:15.534> you<00:07:15.631> be<00:07:15.855> you.

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You're<00:07:16.578> awesome<00:07:16.915> at<00:07:17.059> that.

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We're<00:07:18.135> not<00:07:18.280> gonna<00:07:18.440> customize<00:07:19.002> it.

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We<00:07:19.243> just<00:07:19.388> wanna<00:07:19.516> supply<00:07:19.885> the<00:07:19.966> data<00:07:20.206> to<00:07:20.287> make<00:07:20.511> the,<00:07:20.752> the<00:07:20.833> outcome<00:07:21.170> the<00:07:21.250> best.

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How<00:07:22.791> do<00:07:22.856> you<00:07:22.936> decide<00:07:23.257> where<00:07:23.353> to<00:07:23.417> focus<00:07:23.739> your<00:07:23.835> time<00:07:24.076> as<00:07:24.220> the<00:07:24.317> CEO?

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Uh,<00:07:25.890> oh,<00:07:26.051> okay.

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If<00:07:27.897> anybody<00:07:28.379> would've<00:07:28.555> told<00:07:28.860> me<00:07:28.957> taking<00:07:29.262> this<00:07:29.422> job<00:07:29.743> over,<00:07:30.726> what<00:07:31.438> the<00:07:31.600> job<00:07:32.086> was<00:07:32.426> really<00:07:32.896> like,<00:07:33.543> I'm<00:07:33.721> not<00:07:34.029> sure<00:07:34.191> I<00:07:34.272> would've<00:07:34.385> said<00:07:34.612> yes<00:07:34.855> in<00:07:34.920> hindsight<00:07:35.276> if<00:07:35.405> I'm<00:07:35.729> really<00:07:36.296> honest.

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Right?

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So<00:07:38.336> I<00:07:38.482> think<00:07:38.579> that's<00:07:38.790> incredibly<00:07:39.936> hard<00:07:40.194> question<00:07:40.598> to<00:07:40.760> ask.

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And<00:07:41.728> what<00:07:41.890> I<00:07:42.197> really<00:07:42.455> discovered<00:07:42.923> as<00:07:43.020> being<00:07:43.263> CEO<00:07:44.538> is<00:07:45.023> you're<00:07:45.152> no<00:07:45.378> longer<00:07:45.846> tied<00:07:46.169> to<00:07:46.315> a<00:07:46.331> functional<00:07:46.815> area.

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Even<00:07:47.987> the<00:07:48.067> CFO,<00:07:49.677> 85%<00:07:50.176> of<00:07:50.321> my<00:07:50.498> time<00:07:50.739> was<00:07:50.884> in<00:07:50.981> finance.

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As<00:07:53.235> CEO,<00:07:54.506> the<00:07:54.587> first<00:07:55.070> lesson<00:07:55.327> I<00:07:55.408> had<00:07:55.585> to<00:07:55.714> learn<00:07:55.971> was<00:07:56.277> what<00:07:56.374> I<00:07:56.438> call<00:07:56.615> context<00:07:57.050> switching.

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I'm<00:07:57.630> sure<00:07:57.728> there's<00:07:57.842> a<00:07:57.989> better<00:07:58.234> name<00:07:58.463> from<00:07:58.578> McKinsey<00:07:59.052> for<00:07:59.362> it.

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But<00:08:00.227> I<00:08:00.324> can<00:08:00.500> sit<00:08:00.661> in<00:08:00.725> a<00:08:00.741> meeting<00:08:01.046> from<00:08:01.207> 8:00<00:08:01.608> AM<00:08:01.705> to<00:08:01.785> 9:00<00:08:02.170> AM<00:08:02.250> talking<00:08:02.555> about<00:08:02.732> product.

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At<00:08:04.000> 9:01,<00:08:04.611> I'm<00:08:04.723> with<00:08:04.819> the<00:08:04.900> finance<00:08:05.381> department.

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At<00:08:06.650> 10:01,<00:08:07.340> I'm<00:08:07.468> talking<00:08:07.805> to<00:08:07.870> the<00:08:08.014> legal<00:08:08.271> team<00:08:08.528> about<00:08:08.769> FCC<00:08:09.234> regulation.

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And<00:08:10.519> 11:01,<00:08:11.241> I'm<00:08:11.386> meeting<00:08:11.578> with<00:08:11.723> the<00:08:11.803> marketing<00:08:12.188> department<00:08:12.670> about<00:08:12.847> a<00:08:12.863> new<00:08:13.088> campaign<00:08:13.633> around<00:08:13.874> our<00:08:14.035> products.

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Wowzers.

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I<00:08:16.523> was<00:08:16.941> not<00:08:17.422> really<00:08:17.663> prepared<00:08:18.867> to<00:08:19.012> be<00:08:19.108> able<00:08:19.253> to<00:08:19.285> switch.

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The<00:08:20.714> lesson<00:08:21.179> I<00:08:21.436> learned—<00:08:21.934> so<00:08:22.014> my<00:08:22.159> first<00:08:22.640> year<00:08:22.865> as<00:08:22.913> CEO,<00:08:23.604> I<00:08:23.620> was<00:08:23.909> very<00:08:24.166> focused<00:08:24.631> on<00:08:24.792> tactical<00:08:25.289> items.

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And<00:08:27.197> what<00:08:27.309> I'm<00:08:27.534> learning<00:08:27.918> in<00:08:27.950> my<00:08:28.095> second<00:08:28.719> year<00:08:28.896> as<00:08:29.008> CEO<00:08:30.242> is<00:08:30.338> there's<00:08:30.802> only<00:08:31.299> things<00:08:31.844> my<00:08:32.341> business<00:08:32.741> card<00:08:33.126> can<00:08:33.302> do.

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If<00:08:34.327> I<00:08:34.488> wanna<00:08:34.664> meet<00:08:35.048> the<00:08:35.128> CIO<00:08:35.785> of<00:08:35.866> a<00:08:35.946> Fortune<00:08:36.266> 50<00:08:36.587> company,<00:08:37.372> the<00:08:37.452> reality<00:08:37.948> is<00:08:38.253> the<00:08:38.493> only<00:08:38.814> person<00:08:39.134> inside<00:08:39.471> my<00:08:39.631> organization<00:08:40.192> that's<00:08:40.352> gonna<00:08:40.592> get<00:08:40.816> that<00:08:40.929> meeting<00:08:41.457> is<00:08:41.618> me.

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And<00:08:42.980> I<00:08:43.156> need<00:08:43.396> to<00:08:43.476> spend<00:08:44.197> more<00:08:44.742> time<00:08:45.864> on<00:08:46.024> the<00:08:46.104> things<00:08:46.521> that<00:08:46.825> only<00:08:47.145> I<00:08:47.466> can<00:08:47.642> do<00:08:47.802> because<00:08:48.107> of<00:08:48.139> my<00:08:48.283> status,<00:08:48.748> my<00:08:48.908> business<00:08:49.244> card,<00:08:49.661> my<00:08:49.805> knowledge<00:08:50.270> of<00:08:50.302> the<00:08:50.350> industry,<00:08:50.831> et<00:08:50.911> cetera.

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And<00:08:52.032> I<00:08:52.048> need<00:08:52.369> to<00:08:52.705> delegate<00:08:53.570> more<00:08:54.846> down<00:08:55.748> with<00:08:55.973> clear<00:08:56.166> direction,<00:08:56.793> but<00:08:56.954> delegate<00:08:57.437> down<00:08:57.904> more<00:08:58.081> to<00:08:58.225> people<00:08:58.789> on<00:08:58.901> the<00:08:59.110> things<00:08:59.448> that<00:08:59.995> others<00:09:00.253> inside<00:09:00.558> my<00:09:00.735> organization<00:09:01.283> can<00:09:01.460> do.

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And<00:09:02.184> so<00:09:02.280> the<00:09:02.377> number<00:09:02.747> one<00:09:02.908> thing<00:09:03.020> I'm<00:09:03.213> working<00:09:03.535> on<00:09:03.616> in<00:09:03.777> year<00:09:04.020> 2<00:09:04.925> is<00:09:05.232> really<00:09:05.571> saying,<00:09:06.460> you<00:09:06.557> know<00:09:06.768> what,<00:09:07.754> I've<00:09:07.899> gotta<00:09:08.222> trust<00:09:08.626> the<00:09:08.723> people<00:09:08.966> in<00:09:08.998> my<00:09:09.273> organization.

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I've<00:09:10.049> gotta<00:09:10.178> give<00:09:10.259> 'em<00:09:10.404> the<00:09:10.485> direction.

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I'll<00:09:11.293> check<00:09:11.617> in,<00:09:12.667> but<00:09:12.748> I'm<00:09:12.910> gonna<00:09:13.007> focus<00:09:13.411> on<00:09:13.460> the<00:09:13.573> areas<00:09:13.963> that<00:09:14.206> only<00:09:14.450> I<00:09:14.628> can<00:09:14.791> do.

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How<00:09:16.738> do<00:09:16.885> you<00:09:16.982> think<00:09:17.242> about<00:09:18.102> work<00:09:18.362> from<00:09:18.540> home<00:09:19.401> versus<00:09:19.985> hybrid<00:09:20.680> versus<00:09:21.337> in<00:09:21.513> person.

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And,<00:09:23.099> and<00:09:23.211> Silicon<00:09:23.596> Valley,<00:09:23.900> where<00:09:24.077> you're<00:09:24.461> at,<00:09:25.343> I<00:09:25.375> mean,<00:09:25.599> this<00:09:25.823> is<00:09:25.919> a<00:09:26.144> raging<00:09:26.560> debate<00:09:27.025> even<00:09:27.201> now,<00:09:27.522> I<00:09:27.682> assume.

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And<00:09:28.724> my<00:09:28.852> experience<00:09:29.349> of<00:09:29.461> it<00:09:29.685> is,<00:09:30.567> where<00:09:30.695> have<00:09:30.823> you<00:09:30.967> landed<00:09:31.352> on<00:09:31.448> that?

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And,<00:09:31.993> and<00:09:32.153> particularly,<00:09:32.650> like,<00:09:32.874> how<00:09:32.970> to<00:09:33.050> maintain<00:09:33.515> a<00:09:33.595> good<00:09:33.836> culture<00:09:34.973> depending<00:09:35.438> on<00:09:36.079> where<00:09:36.271> you've<00:09:36.512> landed?

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You<00:09:38.242> ask<00:09:38.419> amazingly<00:09:38.963> good<00:09:39.124> questions.

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Um,<00:09:40.998> so<00:09:41.928> first,<00:09:42.168> I'm<00:09:42.264> gonna—<00:09:42.441> I'm<00:09:42.585> probably<00:09:42.905> gonna<00:09:43.050> tell<00:09:43.226> you,<00:09:43.290> I'm<00:09:43.370> gonna<00:09:43.466> give<00:09:43.642> you<00:09:43.707> an<00:09:43.931> answer<00:09:44.171> that<00:09:44.972> probably<00:09:45.453> differentiates<00:09:46.110> me<00:09:46.190> from<00:09:46.335> most<00:09:46.591> people.

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I,<00:09:49.075> and,<00:09:49.219> and<00:09:49.299> I<00:09:49.379> think<00:09:49.539> this<00:09:49.700> comes<00:09:49.876> from<00:09:50.020> my<00:09:50.116> time<00:09:50.357> in<00:09:50.421> the<00:09:50.485> military<00:09:51.222> and<00:09:51.318> working<00:09:51.719> in,<00:09:52.023> in,<00:09:52.264> in<00:09:52.360> and<00:09:52.520> around<00:09:52.841> special<00:09:53.161> operations.

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I<00:09:55.068> wanna<00:09:55.308> hire<00:09:56.350> the<00:09:56.847> best<00:09:57.311> people<00:09:57.712> I<00:09:57.872> possibly<00:09:58.513> can.

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And<00:09:59.651> so<00:09:59.971> I<00:10:00.068> never<00:10:00.677> wanna<00:10:00.933> be<00:10:01.093> constrained<00:10:01.878> by<00:10:02.055> saying<00:10:03.016> those<00:10:03.337> people<00:10:04.218> by<00:10:04.458> pure<00:10:04.779> chance<00:10:05.324> have<00:10:05.516> to<00:10:05.660> be<00:10:05.804> in<00:10:05.885> a<00:10:05.981> 20-mile<00:10:06.782> circumference<00:10:07.439> around<00:10:07.824> where<00:10:08.064> I<00:10:08.144> have<00:10:08.304> an<00:10:08.449> office.

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I<00:10:10.548> love<00:10:10.932> working<00:10:11.253> with<00:10:11.429> best-in-class<00:10:12.551> people.

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And<00:10:13.513> if<00:10:13.674> you<00:10:13.834> want<00:10:14.027> to<00:10:14.155> do<00:10:14.380> it<00:10:14.540> from<00:10:15.038> Montana,<00:10:15.921> California,<00:10:17.831> UK,<00:10:18.553> Romania,<00:10:19.211> Singapore,<00:10:19.837> I<00:10:19.933> don't<00:10:20.158> care.

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That's<00:10:21.297> what<00:10:21.458> the<00:10:21.538> wizardry<00:10:21.955> of<00:10:22.084> video<00:10:22.341> conferencing<00:10:22.758> technology—<00:10:23.689> you,<00:10:24.588> you<00:10:24.684> should.

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So<00:10:26.819> I'm,<00:10:27.220> I'm<00:10:27.332> a<00:10:27.396> firm<00:10:27.717> believer<00:10:28.343> in,<00:10:29.146> you<00:10:29.178> know,<00:10:29.322> hybrid,<00:10:30.125> however<00:10:30.269> you<00:10:30.350> want<00:10:30.494> to<00:10:30.526> call<00:10:30.703> it.

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But<00:10:30.992> really<00:10:31.248> it's<00:10:31.409> like<00:10:31.650> just<00:10:31.874> hire<00:10:32.115> the<00:10:32.211> best<00:10:32.372> people<00:10:32.581> you<00:10:32.693> possibly<00:10:33.094> can.

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Okay.

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And<00:10:34.218> then<00:10:34.362> step<00:10:34.619> 2,<00:10:35.983> build<00:10:36.304> culture<00:10:36.850> with<00:10:36.930> that.

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So<00:10:37.412> one<00:10:37.508> of<00:10:37.540> the<00:10:37.588> things<00:10:37.813> that<00:10:37.909> we<00:10:38.150> do<00:10:39.098> is<00:10:39.420> we<00:10:39.517> have<00:10:39.742> less<00:10:40.064> buildings<00:10:40.644> probably<00:10:41.046> than<00:10:41.159> most<00:10:41.449> people<00:10:41.835> and<00:10:41.916> less<00:10:42.238> offices<00:10:42.721> than<00:10:42.769> most<00:10:43.059> people,<00:10:44.106> but<00:10:44.331> we<00:10:44.428> set<00:10:44.605> aside<00:10:44.991> money<00:10:45.313> for<00:10:45.555> group<00:10:45.877> meetings<00:10:46.441> and<00:10:46.666> team<00:10:46.940> meetings<00:10:47.648> and<00:10:47.729> whatever,<00:10:48.051> and<00:10:48.180> we'll<00:10:48.292> fly<00:10:48.615> people<00:10:48.938> in<00:10:49.083> from<00:10:49.196> around<00:10:49.568> the<00:10:49.729> world<00:10:50.714> and<00:10:50.794> we'll<00:10:51.036> let<00:10:51.101> them<00:10:51.343> work<00:10:51.601> in<00:10:51.682> a<00:10:51.827> high-octane<00:10:52.586> environment<00:10:53.280> for<00:10:53.441> 4<00:10:53.554> or<00:10:53.700> 5<00:10:54.006> days<00:10:54.829> and<00:10:55.152> build<00:10:55.410> that<00:10:55.717> collaboration<00:10:56.702> and<00:10:56.847> build<00:10:57.073> that<00:10:57.234> other<00:10:57.380> stuff,<00:10:59.453> etc.

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To<00:11:00.343> me,<00:11:00.716> the<00:11:00.813> single<00:11:01.704> biggest<00:11:02.190> thing<00:11:02.595> about<00:11:02.919> that<00:11:03.226> work<00:11:03.485> remotely,<00:11:04.198> work<00:11:04.376> from<00:11:04.619> home,<00:11:05.170> work<00:11:05.348> apart<00:11:06.102> is<00:11:06.326> communication.

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You<00:11:07.785> know,<00:11:07.881> when<00:11:08.025> you,<00:11:08.346> when<00:11:08.442> you're<00:11:08.570> sitting<00:11:08.827> at<00:11:08.907> the,<00:11:09.292> the<00:11:09.628> water<00:11:09.949> cooler,<00:11:10.334> you're<00:11:10.494> sitting<00:11:10.750> at<00:11:10.815> the<00:11:10.911> coffee<00:11:11.247> machine,<00:11:12.033> there's<00:11:12.193> a<00:11:12.337> level<00:11:12.594> of<00:11:12.738> communication.

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So<00:11:13.539> one<00:11:13.636> of<00:11:13.716> the<00:11:13.796> things<00:11:14.100> that<00:11:14.181> I<00:11:14.437> do,<00:11:14.662> and<00:11:14.742> I<00:11:14.822> really<00:11:14.934> encourage<00:11:15.303> my<00:11:15.399> team<00:11:15.559> to<00:11:15.639> do,<00:11:16.665> I<00:11:17.467> almost<00:11:18.028> every<00:11:18.364> week<00:11:19.070> write<00:11:19.246> an<00:11:19.390> email<00:11:19.711> to<00:11:19.807> the<00:11:19.887> entire<00:11:20.288> company.

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Email's<00:11:21.634> the<00:11:21.714> cheapest<00:11:22.051> form<00:11:22.291> of<00:11:22.612> communications<00:11:23.173> on<00:11:23.253> the<00:11:23.333> planet.

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It<00:11:24.295> doesn't<00:11:24.680> care<00:11:24.840> about<00:11:25.096> time<00:11:25.417> zones<00:11:26.218> and<00:11:26.363> you<00:11:26.443> get<00:11:26.539> to<00:11:26.683> read<00:11:26.860> it.

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And<00:11:27.421> so<00:11:27.645> usually<00:11:28.062> every<00:11:28.286> Sunday<00:11:28.623> morning<00:11:29.104> I<00:11:29.184> try<00:11:29.360> to<00:11:29.440> sit<00:11:29.665> down<00:11:30.530> and<00:11:30.707> write<00:11:31.091> about<00:11:31.444> something<00:11:32.310> to<00:11:32.454> the<00:11:32.550> organization.

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Um,<00:11:34.716> something<00:11:35.021> that<00:11:35.101> went<00:11:35.358> well,<00:11:35.776> something<00:11:36.081> that<00:11:36.145> went<00:11:36.386> terrible,<00:11:37.060> something<00:11:37.365> that's<00:11:37.622> new,<00:11:38.087> something,<00:11:38.473> whatever.

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It<00:11:38.729> doesn't<00:11:38.954> really<00:11:39.067> matter.

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It's<00:11:40.736> something<00:11:41.057> that's<00:11:41.218> top<00:11:41.539> of<00:11:41.571> mind<00:11:41.924> for<00:11:42.004> me.

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And<00:11:43.128> what<00:11:43.305> that<00:11:43.690> gives<00:11:44.027> the<00:11:44.188> organization<00:11:44.750> is<00:11:44.974> connection.

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You<00:11:46.500> don't<00:11:46.596> want<00:11:46.756> people<00:11:46.981> to<00:11:47.062> feel<00:11:47.415> like<00:11:48.201> they're<00:11:48.442> isolated,<00:11:49.309> working<00:11:49.662> in<00:11:49.807> their<00:11:50.064> spare<00:11:50.529> bedroom<00:11:51.557> and<00:11:51.653> don't<00:11:51.894> feel<00:11:52.135> connected<00:11:52.857> to<00:11:53.018> the<00:11:53.098> rest<00:11:53.339> of<00:11:53.419> the<00:11:53.499> organization.

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And<00:11:54.784> so<00:11:54.944> for<00:11:55.056> me,<00:11:55.345> culture<00:11:55.683> is<00:11:55.811> about<00:11:56.132> connection.

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So<00:11:57.352> we,<00:11:57.593> we<00:11:57.737> have<00:11:58.075> intense<00:11:59.022> get-togethers.

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And<00:12:00.243> then<00:12:00.485> we<00:12:00.566> try<00:12:00.744> to<00:12:00.873> have<00:12:00.986> a<00:12:01.197> constant<00:12:01.762> stream<00:12:02.733> of<00:12:02.910> everybody<00:12:03.250> should<00:12:03.557> know<00:12:03.864> what's<00:12:04.123> going<00:12:04.366> on.

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And<00:12:04.996> what's<00:12:05.158> amazing<00:12:05.643> is,<00:12:06.613> FYI,<00:12:07.534> if<00:12:07.615> everybody<00:12:07.987> knows<00:12:08.246> what's<00:12:08.408> going<00:12:08.715> on,<00:12:09.361> you<00:12:09.442> actually<00:12:09.669> get<00:12:09.717> a<00:12:09.750> more<00:12:09.864> productive<00:12:10.207> organization,<00:12:11.888> right?

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Funny<00:12:14.173> how<00:12:14.271> that<00:12:14.434> works,<00:12:14.826> huh?

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Absolutely.

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It's<00:12:17.277> actually<00:12:17.568> like<00:12:17.778> really<00:12:18.246> beneficial<00:12:18.827> beyond<00:12:19.215> even<00:12:19.635> culture.

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It's<00:12:20.507> beneficial<00:12:20.992> to<00:12:21.089> your<00:12:21.412> bottom<00:12:21.735> line<00:12:22.074> as<00:12:22.219> a<00:12:22.300> company<00:12:22.946> that<00:12:23.188> everybody<00:12:23.592> feels<00:12:23.915> like<00:12:24.157> they're<00:12:24.319> part<00:12:24.545> of<00:12:24.610> something,<00:12:25.630> right?

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So<00:12:26.124> in<00:12:26.206> my<00:12:26.519> world,<00:12:26.980> Hire<00:12:27.236> the<00:12:27.413> best<00:12:27.654> piece<00:12:27.895> of<00:12:27.975> what<00:12:28.200> you<00:12:28.361> possibly<00:12:28.762> can,<00:12:29.485> give<00:12:29.646> 'em<00:12:29.742> the<00:12:29.886> tools<00:12:30.143> to<00:12:30.240> be<00:12:30.368> successful<00:12:31.412> and<00:12:31.509> make<00:12:31.733> sure<00:12:31.990> they<00:12:32.151> know<00:12:32.376> what<00:12:32.536> success<00:12:32.938> looks<00:12:33.115> like.

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And<00:12:33.757> if<00:12:33.902> you<00:12:33.998> do<00:12:34.175> that,<00:12:35.122> wow,<00:12:35.748> a<00:12:35.909> lot<00:12:36.102> of<00:12:36.166> stuff<00:12:36.503> can<00:12:36.632> take<00:12:36.792> care<00:12:36.969> of<00:12:37.049> itself.

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How<00:12:38.254> did<00:12:38.398> you<00:12:38.495> come<00:12:38.655> up<00:12:38.800> with<00:12:38.896> your<00:12:39.121> values?

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Because<00:12:39.940> part<00:12:40.117> of<00:12:40.245> culture<00:12:40.502> obviously<00:12:40.888> is<00:12:41.048> values,<00:12:41.562> right?

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And<00:12:42.253> you<00:12:42.333> know<00:12:42.510> what<00:12:42.654> your<00:12:42.831> company's<00:12:43.313> values<00:12:43.779> are,<00:12:44.823> um,<00:12:45.401> how<00:12:45.626> you<00:12:45.738> adhere<00:12:46.043> that<00:12:46.204> and<00:12:46.348> how<00:12:46.445> do<00:12:46.589> you,<00:12:47.232> you<00:12:47.264> know,<00:12:47.730> beyond<00:12:48.035> like<00:12:48.147> how<00:12:48.276> you<00:12:48.436> came<00:12:48.597> up<00:12:48.693> with<00:12:48.757> them,<00:12:48.934> how<00:12:49.030> do<00:12:49.159> you<00:12:49.255> communicate<00:12:49.898> those<00:12:50.139> values<00:12:50.781> both<00:12:51.022> internally<00:12:52.226> to<00:12:52.371> your<00:12:52.548> team<00:12:53.030> and<00:12:53.174> externally?

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You're,<00:12:55.309> you<00:12:55.551> are<00:12:55.777> really,<00:12:56.197> really<00:12:57.069> good<00:12:57.182> at<00:12:57.312> this.

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Okay.

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So<00:13:00.058> I<00:13:00.219> would<00:13:00.381> say<00:13:02.497> what<00:13:02.739> you're<00:13:02.900> about<00:13:03.126> to<00:13:03.223> hear<00:13:03.611> is<00:13:03.708> a<00:13:04.080> bit<00:13:04.275> of<00:13:04.421> a<00:13:04.438> military<00:13:05.333> answer.

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So<00:13:06.130> I<00:13:06.244> spent<00:13:06.748> time<00:13:06.878> in<00:13:06.911> the<00:13:06.960> military,<00:13:07.773> and<00:13:07.839> when<00:13:07.920> I<00:13:07.936> was<00:13:08.034> in<00:13:08.099> the<00:13:08.180> military,<00:13:08.668> I<00:13:08.734> was<00:13:08.831> an<00:13:08.896> Airborne<00:13:09.173> Ranger.

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And<00:13:10.814> the<00:13:10.879> Rangers<00:13:11.283> have<00:13:11.445> the<00:13:11.526> Ranger<00:13:11.849> Creed,<00:13:12.836> and<00:13:12.933> the<00:13:13.062> Ranger<00:13:13.402> Creed<00:13:13.709> is<00:13:13.806> something<00:13:14.130> that<00:13:14.292> we<00:13:14.453> recite<00:13:14.922> on<00:13:14.955> a<00:13:15.019> regular<00:13:15.424> basis,<00:13:15.909> and<00:13:15.990> it<00:13:16.070> talks<00:13:16.475> about<00:13:17.283> what<00:13:17.461> our<00:13:17.607> values<00:13:18.254> are.

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So<00:13:19.289> when<00:13:19.386> I<00:13:19.548> took<00:13:19.790> over<00:13:19.920> as<00:13:19.969> CEO,<00:13:20.775> we<00:13:20.857> didn't<00:13:21.170> have<00:13:21.516> that.

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We<00:13:22.042> didn't<00:13:22.256> have<00:13:22.437> a<00:13:22.667> guiding<00:13:22.964> principles<00:13:23.161> document,<00:13:23.359> whatever.

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And<00:13:25.513> then<00:13:25.817> I<00:13:25.898> was<00:13:26.074> lucky<00:13:26.315> enough<00:13:26.555> to<00:13:26.684> meet<00:13:27.020> a,<00:13:27.261> a<00:13:27.357> personal<00:13:27.678> hero<00:13:27.983> of<00:13:28.079> mine<00:13:28.480> briefly,<00:13:29.186> a<00:13:29.346> guy<00:13:29.442> named<00:13:29.988> Admiral<00:13:30.244> William<00:13:30.469> McRaven.

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He's<00:13:31.608> writ—<00:13:31.832> he's<00:13:32.009> written<00:13:32.153> a<00:13:32.233> couple<00:13:32.410> books.

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He<00:13:33.115> was<00:13:33.356> in<00:13:33.452> charge<00:13:33.709> of<00:13:33.773> JSOC.

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You<00:13:34.751> know,<00:13:34.976> he<00:13:35.120> had<00:13:35.842> his<00:13:36.002> teams<00:13:36.259> hit<00:13:36.403> Osama<00:13:36.740> bin<00:13:36.884> Laden,<00:13:37.285> right?

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And,<00:13:38.569> um,<00:13:39.066> I<00:13:39.146> said<00:13:39.387> to<00:13:39.451> him,<00:13:39.611> you<00:13:39.643> know,<00:13:40.172> how<00:13:40.429> do<00:13:40.590> you<00:13:40.894> create<00:13:41.295> that<00:13:41.472> culture<00:13:42.113> that<00:13:42.274> we<00:13:42.418> had<00:13:42.675> in<00:13:42.819> Rangers<00:13:43.493> or<00:13:43.541> in<00:13:43.621> Green<00:13:43.878> Berets<00:13:44.423> or<00:13:44.519> in<00:13:44.599> SEAL<00:13:44.904> teams,<00:13:45.161> et<00:13:45.241> cetera,<00:13:46.364> when<00:13:46.604> they—<00:13:47.069> when<00:13:47.150> you<00:13:47.230> don't<00:13:47.406> start<00:13:47.711> with<00:13:47.791> them<00:13:47.903> when<00:13:48.032> they're<00:13:48.128> 18<00:13:48.465> years<00:13:48.753> old?

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Like,<00:13:49.892> how<00:13:50.053> do<00:13:50.133> you,<00:13:50.438> how<00:13:50.630> do<00:13:50.694> you<00:13:50.855> create<00:13:51.175> that<00:13:51.336> culture<00:13:51.640> when<00:13:51.737> you're<00:13:51.817> bringing<00:13:52.057> people<00:13:52.282> in<00:13:52.362> from<00:13:52.523> outside<00:13:53.084> and<00:13:53.180> whatever?

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And<00:13:54.223> he<00:13:54.383> looked<00:13:54.560> at<00:13:54.624> me<00:13:54.768> and<00:13:54.865> said,<00:13:55.105> you<00:13:55.186> were<00:13:55.282> a<00:13:55.330> Ranger,<00:13:55.651> right?

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I<00:13:56.449> was<00:13:56.469> like,<00:13:56.613> yeah.

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And<00:13:57.528> he<00:13:57.592> said,<00:13:58.394> do<00:13:58.458> you<00:13:58.539> know<00:13:58.619> the<00:13:58.699> Ranger<00:13:58.940> Creed?

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I<00:13:59.164> was<00:13:59.261> like,<00:13:59.373> of<00:13:59.517> course<00:13:59.758> I<00:13:59.838> do.

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And<00:14:00.560> he's<00:14:00.673> like,<00:14:01.154> did<00:14:01.459> you<00:14:01.539> write<00:14:01.747> it<00:14:01.828> down?

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Did<00:14:02.341> everybody<00:14:02.710> repeat<00:14:03.047> it?

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And<00:14:03.994> so<00:14:04.026> if<00:14:04.154> you<00:14:04.234> go<00:14:04.315> to<00:14:04.555> every<00:14:04.876> office<00:14:05.213> building<00:14:05.534> in<00:14:05.614> the<00:14:05.758> world,<00:14:06.721> you're<00:14:06.898> gonna<00:14:07.058> see<00:14:07.459> our<00:14:07.684> principles,<00:14:08.245> our<00:14:08.342> values,<00:14:09.144> the<00:14:09.224> things<00:14:09.529> we<00:14:09.689> care<00:14:09.930> about.

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And<00:14:10.812> then<00:14:11.053> at<00:14:11.133> the<00:14:11.229> beginning<00:14:11.614> of<00:14:11.711> every<00:14:11.951> all<00:14:12.256> hands,<00:14:12.738> you're<00:14:12.898> gonna<00:14:13.058> see<00:14:13.395> those.

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So<00:14:14.101> they're<00:14:14.438> written<00:14:14.599> down,<00:14:15.545> they're<00:14:15.706> displayed.

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I<00:14:17.166> frequently<00:14:17.968> in<00:14:18.048> Notes<00:14:18.353> Over<00:14:18.594> Coffee,<00:14:19.476> will<00:14:19.572> highlight<00:14:20.117> an<00:14:20.213> example<00:14:21.319> of<00:14:21.576> where<00:14:21.896> the<00:14:21.993> value<00:14:22.538> was<00:14:22.762> done<00:14:23.003> well.

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One<00:14:23.676> of<00:14:23.740> the<00:14:23.820> values<00:14:24.317> is<00:14:24.461> we<00:14:24.606> hold<00:14:24.846> each<00:14:25.006> other<00:14:25.167> accountable,<00:14:26.449> and<00:14:26.529> I<00:14:26.706> will<00:14:27.427> write<00:14:27.812> to<00:14:27.908> the<00:14:27.988> entire<00:14:28.389> company<00:14:28.934> when<00:14:29.190> Organization<00:14:29.815> A<00:14:30.296> held<00:14:30.537> Organization<00:14:31.098> B<00:14:31.274> accountable.

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Organization<00:14:33.038> B<00:14:33.182> doesn't<00:14:33.358> always<00:14:33.502> like<00:14:33.599> to<00:14:33.679> be<00:14:33.823> called<00:14:34.144> out<00:14:34.560> as<00:14:34.705> being<00:14:34.817> held<00:14:35.041> accountable.

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Yeah.

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But<00:14:36.404> they're<00:14:36.548> also<00:14:36.885> smart<00:14:37.205> enough<00:14:37.430> to<00:14:37.510> know<00:14:37.686> that<00:14:37.767> sometimes<00:14:38.167> they<00:14:38.312> hold<00:14:38.488> Organization<00:14:39.033> C<00:14:39.354> accountable<00:14:40.492> and<00:14:40.556> it<00:14:40.636> sort<00:14:40.876> of<00:14:40.957> rolls<00:14:41.197> downhill.

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And<00:14:42.896> so<00:14:44.002> they're,<00:14:44.483> so<00:14:44.579> what<00:14:44.724> I<00:14:44.740> would<00:14:44.820> tell<00:14:45.060> you<00:14:45.221> is<00:14:45.846> You<00:14:45.927> have<00:14:46.119> to<00:14:46.248> write<00:14:46.489> 'em,<00:14:46.826> you<00:14:46.874> have<00:14:46.987> to<00:14:47.212> argue<00:14:47.469> about<00:14:47.854> 'em.

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You<00:14:48.497> have<00:14:48.609> to<00:14:49.235> agree<00:14:49.798> that<00:14:50.103> this<00:14:50.520> really<00:14:50.922> in<00:14:51.083> your<00:14:51.259> soul,<00:14:52.448> this<00:14:52.609> is<00:14:52.753> what<00:14:52.866> we<00:14:53.010> care<00:14:53.251> about.

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One<00:14:53.990> of<00:14:54.054> our<00:14:54.215> values<00:14:54.857> is<00:14:55.179> disagree<00:14:55.660> and<00:14:55.805> commit<00:14:56.158> is<00:14:56.239> a<00:14:56.367> real<00:14:56.528> thing.

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So<00:14:58.455> I'm<00:14:58.873> prone<00:14:59.275> to<00:14:59.499> action.

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I'm<00:15:00.319> prone<00:15:00.576> to<00:15:00.784> action<00:15:01.202> because<00:15:01.668> in<00:15:01.829> action<00:15:02.327> knowledge<00:15:02.744> is<00:15:02.889> created.

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And<00:15:03.933> so<00:15:04.174> I<00:15:04.334> had<00:15:04.495> to<00:15:04.575> create<00:15:04.913> a,<00:15:05.137> a<00:15:05.154> value<00:15:05.860> inside<00:15:06.101> our<00:15:06.182> company<00:15:06.663> where<00:15:06.824> disagree<00:15:07.145> and<00:15:07.290> commit<00:15:07.547> is<00:15:07.643> a<00:15:07.691> real<00:15:07.868> thing.

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And<00:15:08.816> there<00:15:08.993> was<00:15:09.217> tremendous<00:15:10.101> argument<00:15:10.583> about<00:15:10.840> this.

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Like,<00:15:11.868> well,<00:15:11.948> what<00:15:12.044> about<00:15:12.349> this<00:15:12.606> and<00:15:12.670> what<00:15:12.783> about<00:15:12.991> that?

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But<00:15:13.489> in<00:15:13.570> the<00:15:13.650> end,<00:15:13.875> we<00:15:13.987> agreed<00:15:14.934> that<00:15:15.159> for<00:15:15.320> the<00:15:15.416> downsides,<00:15:16.700> the<00:15:16.845> upsides<00:15:17.262> were<00:15:17.407> greater.

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And<00:15:18.531> so<00:15:19.430> we,<00:15:19.751> we<00:15:19.912> publish<00:15:20.393> these,<00:15:21.180> we<00:15:21.277> display<00:15:21.919> 'em,<00:15:22.481> we<00:15:22.625> highlight<00:15:23.139> examples<00:15:23.685> of<00:15:23.830> them,<00:15:24.488> and<00:15:24.648> we<00:15:24.953> drive<00:15:25.371> it.

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And<00:15:25.628> it's<00:15:25.917> been<00:15:26.318> a<00:15:26.736> year<00:15:27.057> now<00:15:27.378> that<00:15:27.522> we've<00:15:27.683> done<00:15:27.860> that.

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And<00:15:28.968> I<00:15:29.144> would<00:15:29.305> say<00:15:30.653> I<00:15:30.670> have<00:15:30.830> another<00:15:31.312> year<00:15:31.537> to<00:15:31.697> go<00:15:32.034> before<00:15:32.436> it's<00:15:32.596> become<00:15:33.961> ingrained<00:15:34.619> in<00:15:34.764> who<00:15:34.924> we<00:15:35.149> are.

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I<00:15:35.872> think<00:15:36.048> a<00:15:36.129> lot<00:15:36.305> about<00:15:36.594> Starbucks,<00:15:37.397> right?

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So<00:15:37.638> Howard<00:15:37.959> Schultz<00:15:38.216> has<00:15:38.360> written<00:15:38.537> some<00:15:38.698> phenomenal<00:15:39.260> books.

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And<00:15:40.207> one<00:15:40.367> of<00:15:40.399> the<00:15:40.447> things<00:15:40.688> he<00:15:40.784> says<00:15:41.169> is,<00:15:41.891> if<00:15:41.971> you<00:15:42.067> want<00:15:42.244> your<00:15:42.388> customer<00:15:42.789> treated<00:15:43.190> well,<00:15:43.415> you<00:15:43.511> have<00:15:43.735> to<00:15:43.832> treat<00:15:44.056> your<00:15:44.153> employees<00:15:44.858> well.

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Right?

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And<00:15:46.478> that's<00:15:46.719> the<00:15:46.879> culture<00:15:47.280> at<00:15:47.345> Starbucks.

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But<00:15:48.564> boy,<00:15:48.820> they've<00:15:48.965> been<00:15:49.045> doing<00:15:49.285> it<00:15:49.350> for<00:15:49.446> 25<00:15:50.071> years<00:15:50.488> or<00:15:50.649> 30<00:15:50.970> years,<00:15:51.692> right?

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Mm-hmm.

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For<00:15:52.798> us<00:15:53.055> to<00:15:53.215> build<00:15:53.456> that,<00:15:54.402> you,<00:15:54.563> the<00:15:54.659> last<00:15:54.964> thing<00:15:55.060> I<00:15:55.076> would<00:15:55.156> say<00:15:55.285> about<00:15:55.461> culture<00:15:55.766> building,<00:15:56.199> it's<00:15:56.488> not<00:15:56.584> gonna<00:15:56.728> happen<00:15:57.049> overnight.

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It's<00:15:58.011> gonna<00:15:58.188> take<00:15:58.429> you<00:15:58.509> time<00:15:59.616> and,<00:15:59.952> and<00:16:00.033> it<00:16:00.177> has<00:16:00.674> to<00:16:00.835> be<00:16:01.236> continuously<00:16:02.743> reinforced.

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Something<00:16:04.684> we<00:16:04.829> talk<00:16:05.021> about<00:16:05.470> a<00:16:05.567> lot<00:16:05.807> at<00:16:05.871> CEO.com<00:16:06.465> is<00:16:06.609> self-leadership.

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Right?

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And<00:16:08.298> how<00:16:08.395> do<00:16:08.459> you<00:16:08.636> lead<00:16:08.876> oneself<00:16:09.696> and,<00:16:09.985> you<00:16:10.017> know,<00:16:10.403> the<00:16:10.644> various<00:16:11.350> habits<00:16:11.864> or<00:16:11.993> tricks<00:16:12.411> or<00:16:12.555> various<00:16:12.893> things<00:16:13.053> that<00:16:13.198> you<00:16:13.294> do.

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I<00:16:14.435> don't<00:16:15.110> know<00:16:15.302> that<00:16:15.383> we've<00:16:15.608> ever<00:16:15.768> talked<00:16:16.009> to<00:16:16.106> an<00:16:16.266> Army<00:16:16.732> Ranger<00:16:17.021> before.

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And<00:16:19.035> so<00:16:19.264> this<00:16:19.443> question<00:16:19.769> is<00:16:19.998> really<00:16:20.177> kind<00:16:20.406> of<00:16:20.585> quite<00:16:20.830> interesting<00:16:21.319> to<00:16:21.401> me.

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Like,<00:16:21.808> how<00:16:22.281> have<00:16:22.542> you—<00:16:23.260> what<00:16:23.342> did<00:16:23.456> you<00:16:23.603> learn<00:16:23.864> about<00:16:24.400> self-leadership<00:16:24.821> as<00:16:24.918> an<00:16:24.999> Army<00:16:25.226> Ranger?

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What<00:16:25.599> did<00:16:25.729> you<00:16:25.810> learn<00:16:26.297> just<00:16:26.459> generally<00:16:27.107> as<00:16:27.189> an<00:16:27.286> Army<00:16:27.513> Ranger<00:16:28.243> and<00:16:28.324> how<00:16:28.421> have<00:16:28.632> you<00:16:28.729> applied<00:16:29.053> it<00:16:29.134> to<00:16:29.215> business?

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Oh,<00:16:31.295> that's<00:16:31.782> okay.

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So,<00:16:33.001> so<00:16:33.229> I<00:16:33.310> would<00:16:33.407> say<00:16:33.554> this<00:16:33.716> is<00:16:33.814> in<00:16:33.879> general<00:16:34.220> Army<00:16:34.383> Ranger,<00:16:34.870> Army<00:16:35.098> officer,<00:16:35.342> sort<00:16:35.439> of<00:16:35.520> similar<00:16:35.748> thing.

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Number<00:16:36.089> one<00:16:36.252> is<00:16:36.300> you<00:16:36.479> have<00:16:36.593> to<00:16:36.739> lead<00:16:36.804> by<00:16:36.999> example.

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So<00:16:38.826> I<00:16:39.066> love<00:16:39.242> the<00:16:39.322> question<00:16:39.659> you<00:16:39.787> ask.

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I<00:16:40.124> saw<00:16:40.300> it<00:16:40.428> on<00:16:40.508> the<00:16:41.085> list<00:16:41.197> ahead<00:16:41.341> of<00:16:41.390> time.

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I<00:16:41.870> love<00:16:42.111> the<00:16:42.207> question<00:16:42.527> that<00:16:42.591> you<00:16:42.752> ask<00:16:42.992> about<00:16:43.184> self-leadership,<00:16:44.755> because<00:16:45.027> to<00:16:45.187> me,<00:16:45.956> this<00:16:46.213> is<00:16:46.373> pinnacle.

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This<00:16:46.950> is<00:16:47.094> at<00:16:47.126> the<00:16:47.254> top<00:16:47.671> of<00:16:47.719> the<00:16:47.815> pyramid.

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If<00:16:49.081> you<00:16:49.401> can't<00:16:49.738> lead<00:16:49.978> by<00:16:50.139> example,<00:16:51.485> you<00:16:51.581> know,<00:16:52.125> never<00:16:52.606> ask<00:16:52.927> anybody<00:16:53.263> to<00:16:53.487> do<00:16:53.664> something<00:16:54.048> that<00:16:54.209> you<00:16:54.385> wouldn't<00:16:54.625> do<00:16:54.785> yourself.

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And<00:16:56.308> it's<00:16:56.788> amazing<00:16:57.349> to<00:16:57.445> me<00:16:57.590> when<00:16:57.734> I<00:16:57.830> see<00:16:58.070> CEOs<00:16:59.112> who<00:16:59.272> violate<00:16:59.753> this<00:16:59.913> principle.

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It's<00:17:00.442> amazing<00:17:00.874> to<00:17:00.939> me<00:17:01.099> when<00:17:01.195> I<00:17:01.275> see<00:17:01.435> politicians<00:17:02.172> who<00:17:02.301> violate<00:17:02.653> this<00:17:02.797> principle.

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It<00:17:03.935> makes<00:17:04.384> me<00:17:04.560> wanna<00:17:04.800> vomit.

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They're<00:17:05.842> the<00:17:05.922> number<00:17:06.306> one<00:17:06.419> offenders,<00:17:06.963> politicians,<00:17:07.524> that's<00:17:07.749> for<00:17:07.797> sure.

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Oh<00:17:08.085> yeah,<00:17:09.047> they<00:17:09.223> are,<00:17:09.287> right?

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But<00:17:09.768> if<00:17:09.992> you,<00:17:10.649> if<00:17:10.953> you<00:17:11.290> want<00:17:11.498> to<00:17:11.594> be<00:17:11.690> a<00:17:11.771> leader,<00:17:12.251> if<00:17:12.331> you<00:17:12.476> want<00:17:12.716> people<00:17:13.197> to<00:17:13.373> follow<00:17:14.238> you,<00:17:14.895> you<00:17:14.991> have<00:17:15.120> to<00:17:15.360> earn<00:17:15.536> their<00:17:15.680> respect.

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And<00:17:16.321> the<00:17:16.353> number<00:17:16.642> one<00:17:16.802> way<00:17:16.962> you<00:17:17.042> earn<00:17:17.139> their<00:17:17.203> respect<00:17:17.635> is<00:17:17.699> you<00:17:18.020> lead<00:17:18.180> by<00:17:18.404> example.

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So<00:17:19.206> let<00:17:19.302> me<00:17:19.446> give<00:17:19.542> you<00:17:19.638> a<00:17:19.702> value<00:17:20.119> at<00:17:20.183> 8x8.

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We<00:17:21.449> are<00:17:21.689> cost-conscious,<00:17:23.212> and<00:17:23.308> so<00:17:23.548> we<00:17:23.788> generally<00:17:24.189> fly<00:17:24.590> coach<00:17:24.974> class<00:17:25.535> everywhere.

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The<00:17:26.769> number<00:17:27.233> one<00:17:27.394> person<00:17:27.858> last<00:17:28.179> year<00:17:28.339> that<00:17:28.435> flew<00:17:28.628> around<00:17:28.900> the<00:17:29.060> world<00:17:29.317> was<00:17:29.477> me,<00:17:30.182> and<00:17:30.262> the<00:17:30.294> number<00:17:30.518> one<00:17:30.679> person<00:17:30.919> that<00:17:31.063> flew<00:17:31.191> around<00:17:31.400> the<00:17:31.544> world<00:17:31.720> in<00:17:31.800> coach<00:17:32.105> class<00:17:32.746> was<00:17:32.922> me.

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Like,<00:17:34.687> if<00:17:34.831> my<00:17:35.008> engineer<00:17:35.553> can't<00:17:35.730> fly<00:17:35.970> business<00:17:36.275> class,<00:17:36.853> the<00:17:36.933> CEO<00:17:37.478> ain't<00:17:37.574> flying<00:17:37.895> business<00:17:38.200> class,<00:17:39.259> right?

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We<00:17:39.660> don't,<00:17:40.205> we<00:17:40.286> don't<00:17:40.462> pass<00:17:40.927> rules<00:17:41.264> that<00:17:41.425> say<00:17:42.082> some<00:17:42.387> animals<00:17:42.868> are<00:17:42.949> equal<00:17:43.510> and<00:17:43.671> pigs<00:17:43.927> are<00:17:44.007> more<00:17:44.232> equal.

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That<00:17:44.874> will<00:17:45.034> never<00:17:45.676> happen.

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And<00:17:47.344> I<00:17:47.360> learned<00:17:47.842> that<00:17:48.098> from<00:17:48.323> being<00:17:48.547> in<00:17:48.628> the<00:17:48.708> military.

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The<00:17:49.751> second<00:17:50.087> thing<00:17:50.248> I<00:17:50.392> learned<00:17:50.569> from<00:17:50.713> the<00:17:50.777> military<00:17:51.916> is<00:17:52.333> mission<00:17:52.670> accomplishment.

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So<00:17:53.504> you<00:17:53.569> gotta<00:17:53.681> understand<00:17:54.002> the<00:17:54.082> Army<00:17:54.820> and<00:17:54.964> any<00:17:55.221> branch<00:17:55.478> of<00:17:55.542> the<00:17:55.606> service<00:17:56.103> is<00:17:56.328> you're<00:17:56.569> willing<00:17:56.809> to<00:17:56.905> give<00:17:57.066> down<00:17:57.226> your<00:17:57.387> life<00:17:57.948> to<00:17:58.093> accomplish<00:17:58.526> an<00:17:58.606> objective.

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Right<00:18:00.259> now,<00:18:00.340> I<00:18:00.436> don't<00:18:00.757> expect<00:18:01.078> anyone<00:18:01.319> that<00:18:01.544> works<00:18:01.849> for<00:18:01.913> me<00:18:02.122> in<00:18:02.186> the<00:18:02.266> civilian<00:18:02.748> world<00:18:02.909> to<00:18:03.005> do<00:18:03.149> that.

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But<00:18:04.049> what<00:18:04.193> I<00:18:04.289> expect<00:18:04.932> is,<00:18:05.478> hey,<00:18:05.831> if<00:18:05.911> I<00:18:05.991> say<00:18:06.136> I'm<00:18:06.280> gonna<00:18:06.377> get<00:18:06.457> it<00:18:06.602> done<00:18:06.698> by<00:18:06.923> Tuesday<00:18:07.340> at<00:18:07.404> 5<00:18:07.597> o'clock,<00:18:08.143> it's<00:18:08.304> done<00:18:08.464> by<00:18:08.625> Tuesday<00:18:08.930> at<00:18:09.026> 5<00:18:09.187> o'clock.

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It's<00:18:10.889> not<00:18:11.033> that<00:18:11.130> I'm<00:18:11.258> gonna<00:18:11.499> die<00:18:11.756> trying,<00:18:13.121> but<00:18:13.345> it's<00:18:13.522> that<00:18:13.683> I'm<00:18:13.907> really<00:18:14.309> gonna<00:18:14.485> give<00:18:14.726> it<00:18:14.887> the<00:18:15.031> valued<00:18:15.433> effort.

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And<00:18:17.761> that<00:18:17.938> is<00:18:18.034> a<00:18:18.162> culture<00:18:18.564> that<00:18:18.724> we've<00:18:18.965> infused<00:18:19.399> in<00:18:19.527> 8x8.

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For<00:18:20.330> me,<00:18:20.571> it<00:18:20.651> means<00:18:20.892> a<00:18:20.988> lot<00:18:21.165> in<00:18:21.293> customer<00:18:21.647> support<00:18:22.819> and<00:18:22.915> customer<00:18:23.220> service.

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You<00:18:23.975> know<00:18:24.103> what?

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I'm<00:18:25.082> really<00:18:25.307> clear.

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If<00:18:25.788> we<00:18:25.885> tell<00:18:26.061> our<00:18:26.206> customer<00:18:26.767> we're<00:18:26.911> gonna<00:18:27.088> do<00:18:27.232> something,<00:18:28.035> we're<00:18:28.371> going<00:18:28.773> to<00:18:28.933> do<00:18:29.174> it.

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If<00:18:30.120> you<00:18:30.281> were<00:18:30.377> internal<00:18:30.778> to<00:18:30.858> my<00:18:30.955> meetings,<00:18:31.484> one<00:18:31.564> of<00:18:31.596> the<00:18:31.644> things<00:18:31.821> you,<00:18:32.126> you<00:18:32.206> would<00:18:32.286> hear<00:18:32.447> me<00:18:32.543> say<00:18:32.784> all<00:18:32.864> the<00:18:33.008> time<00:18:33.345> is<00:18:33.891> we<00:18:33.923> say<00:18:34.147> what<00:18:34.308> we're<00:18:34.404> gonna<00:18:34.613> do<00:18:35.270> and<00:18:35.351> we<00:18:35.511> do<00:18:35.655> what<00:18:35.752> we<00:18:35.848> say.

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And<00:18:37.099> I<00:18:37.500> really<00:18:37.918> believe,<00:18:38.864> because<00:18:39.265> for<00:18:39.345> me<00:18:39.682> that<00:18:39.843> means<00:18:40.084> we<00:18:40.244> build<00:18:40.485> strategic<00:18:41.046> partnerships<00:18:42.169> with<00:18:42.346> our<00:18:42.490> customers<00:18:43.453> because<00:18:43.774> they<00:18:44.014> look<00:18:44.175> at<00:18:44.319> us<00:18:44.560> not<00:18:44.752> as<00:18:44.832> a,<00:18:44.961> you<00:18:45.218> know,<00:18:45.763> not<00:18:45.875> as<00:18:46.020> one<00:18:46.116> of<00:18:46.148> these<00:18:46.276> Silicon<00:18:46.613> Valley<00:18:46.822> tech<00:18:47.079> companies<00:18:47.769> with,<00:18:48.410> you<00:18:48.507> know,<00:18:48.667> PowerPoints<00:18:49.453> and<00:18:49.549> words.

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We<00:18:50.736> say<00:18:50.896> we're<00:18:50.977> gonna<00:18:51.089> do<00:18:51.169> it.

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The<00:18:51.617> flip<00:18:51.810> side<00:18:52.178> is<00:18:52.595> sometimes<00:18:52.932> I'll<00:18:53.076> say<00:18:53.236> to<00:18:53.380> 'em,<00:18:53.717> we're<00:18:53.813> not<00:18:53.989> gonna<00:18:54.197> do<00:18:54.358> that.

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And<00:18:55.383> what's<00:18:55.640> interesting<00:18:56.120> is<00:18:56.425> as<00:18:56.601> they<00:18:56.761> get<00:18:56.922> to<00:18:57.018> know<00:18:57.322> us,<00:18:58.508> they're<00:18:58.668> usually<00:18:59.309> very<00:18:59.726> respectful.

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Okay,<00:19:00.992> wait<00:19:01.168> a<00:19:01.184> minute.

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You're<00:19:02.755> not<00:19:02.931> gonna<00:19:03.091> do<00:19:03.251> that.

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Why<00:19:04.293> don't<00:19:04.517> you<00:19:04.613> wanna<00:19:04.918> do<00:19:05.014> that?

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Oh,<00:19:06.520> we<00:19:06.568> don't<00:19:06.681> wanna<00:19:06.841> do<00:19:06.921> that<00:19:07.017> cuz<00:19:07.177> you're<00:19:07.258> the<00:19:07.322> only<00:19:07.498> customer<00:19:07.899> in<00:19:07.931> the<00:19:08.059> world<00:19:08.283> asking<00:19:08.539> for<00:19:08.636> that<00:19:08.860> feature.

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And<00:19:09.821> we<00:19:09.902> think<00:19:10.206> that's<00:19:10.446> probably<00:19:10.799> a<00:19:10.863> mistake.

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Whoa.

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We're<00:19:13.507> the<00:19:13.651> only<00:19:13.828> person.

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How<00:19:14.388> do<00:19:14.469> other<00:19:14.629> people<00:19:14.869> do<00:19:14.949> it?

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Oh,<00:19:15.270> other<00:19:15.366> people<00:19:15.574> do<00:19:15.670> it<00:19:15.735> like<00:19:15.911> this.

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Why<00:19:16.969> aren't<00:19:17.113> we<00:19:17.257> doing<00:19:17.450> it<00:19:17.514> like<00:19:17.738> that?

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And<00:19:18.652> that's<00:19:19.037> that<00:19:20.079> thing.

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So<00:19:20.400> this<00:19:20.640> is<00:19:20.784> what,<00:19:21.105> you<00:19:21.137> know,<00:19:21.281> being<00:19:21.458> in<00:19:21.522> the<00:19:21.602> military<00:19:22.484> and<00:19:22.548> then,<00:19:22.724> you<00:19:22.820> know,<00:19:22.949> there's<00:19:23.141> a,<00:19:23.446> that's<00:19:23.830> sort<00:19:24.023> of<00:19:24.071> that<00:19:24.231> self-discipline<00:19:25.033> that<00:19:25.113> wraps<00:19:25.433> it<00:19:25.514> all<00:19:25.610> together.

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Deliver<00:19:26.411> what<00:19:26.556> you<00:19:26.588> say,<00:19:27.453> make<00:19:27.630> it<00:19:27.758> happen.

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Um,<00:19:29.361> ask<00:19:29.538> for<00:19:29.650> the<00:19:29.762> resources<00:19:30.195> you<00:19:30.307> need.

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Don't<00:19:31.445> be<00:19:31.542> afraid<00:19:31.862> if<00:19:31.942> someone<00:19:32.247> checks<00:19:32.568> on<00:19:32.648> you.

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And<00:19:33.209> the<00:19:33.305> last<00:19:33.706> thing<00:19:33.866> I<00:19:33.946> would<00:19:34.107> say,<00:19:35.469> and<00:19:35.550> this<00:19:35.710> is<00:19:35.790> once<00:19:35.966> again<00:19:36.127> a,<00:19:36.351> a<00:19:36.511> general<00:19:36.768> militaryism,<00:19:37.537> is<00:19:37.794> AARs.

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So<00:19:38.772> in<00:19:38.836> the<00:19:38.916> military<00:19:39.413> there's<00:19:39.557> an<00:19:39.702> after-action<00:19:40.263> review.

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If<00:19:41.321> it<00:19:41.401> goes<00:19:41.626> well,<00:19:41.962> there's<00:19:42.106> an<00:19:42.187> after-action<00:19:42.668> review.

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If<00:19:43.100> it<00:19:43.165> goes<00:19:43.389> poorly,<00:19:44.030> there's<00:19:44.287> an<00:19:44.431> after-action<00:19:44.928> review,<00:19:45.233> hot<00:19:45.473> wash,<00:19:45.794> whatever<00:19:45.954> you<00:19:46.034> wanna<00:19:46.211> call<00:19:46.451> it.

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Um,<00:19:47.893> but<00:19:48.038> that's<00:19:48.358> where<00:19:48.518> all<00:19:48.615> the<00:19:48.775> learning<00:19:49.095> occurs.

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All<00:19:50.682> the<00:19:50.842> learning<00:19:51.195> occurs<00:19:52.300> when<00:19:52.445> you<00:19:52.525> sit<00:19:52.765> down<00:19:52.941> as<00:19:53.021> a<00:19:53.086> group<00:19:53.342> and<00:19:53.406> you<00:19:53.502> say<00:19:54.223> what<00:19:54.368> was<00:19:54.464> supposed<00:19:54.800> to<00:19:54.928> happen<00:19:55.233> and<00:19:55.345> what<00:19:55.489> actually<00:19:55.810> happened.

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So<00:19:56.483> let's<00:19:56.739> take<00:19:56.867> a<00:19:56.883> simple<00:19:57.204> example<00:19:57.653> in<00:19:57.733> the<00:19:57.813> real<00:19:58.053> world,<00:19:58.454> a<00:19:58.486> marketing<00:19:58.871> campaign.

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Hey,<00:20:00.297> we're<00:20:00.377> sending<00:20:00.697> out<00:20:00.730> this<00:20:00.938> marketing<00:20:01.274> campaign.

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You're<00:20:02.380> gonna<00:20:02.556> hear<00:20:02.717> me,<00:20:02.941> the<00:20:02.973> CEO,<00:20:03.438> say,<00:20:03.742> great,<00:20:04.640> what<00:20:04.784> do<00:20:04.880> we<00:20:05.104> expect<00:20:05.906> from<00:20:06.066> this<00:20:06.242> marketing<00:20:06.563> campaign?

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Write<00:20:07.845> that<00:20:08.085> down.

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What<00:20:08.598> are<00:20:08.646> the<00:20:08.726> KPIs,<00:20:10.008> et<00:20:10.152> cetera?

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And<00:20:10.970> then<00:20:11.370> a<00:20:11.386> month<00:20:11.691> later,<00:20:12.476> Great.

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What<00:20:12.878> were<00:20:12.958> the<00:20:13.055> results?

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And<00:20:15.448> I<00:20:15.930> will<00:20:16.122> never<00:20:16.909> fire<00:20:17.311> anybody<00:20:17.873> for<00:20:17.985> missing<00:20:18.258> the<00:20:18.339> results.

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That's<00:20:19.318> not<00:20:19.415> gonna<00:20:19.559> happen.

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Okay?

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But<00:20:21.904> I'll<00:20:22.129> fire<00:20:22.675> you<00:20:22.772> if<00:20:22.852> you're<00:20:22.948> not<00:20:23.157> willing<00:20:23.414> to<00:20:23.494> say,<00:20:24.281> hey,<00:20:24.940> we<00:20:25.084> missed<00:20:25.325> the<00:20:25.406> results.

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Here's<00:20:26.289> why<00:20:26.466> we<00:20:26.626> missed<00:20:26.851> the<00:20:26.883> results,<00:20:27.269> and<00:20:27.413> here's<00:20:27.670> what<00:20:27.831> we<00:20:28.136> learned<00:20:28.554> from<00:20:28.859> it,<00:20:29.276> and<00:20:29.421> disseminate<00:20:30.079> that<00:20:30.240> information.

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We're<00:20:31.380> not<00:20:31.541> a<00:20:31.605> CYA<00:20:32.312> organization.

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We're<00:20:33.854> an<00:20:33.934> organization<00:20:34.641> that<00:20:34.801> continuously<00:20:35.701> wants<00:20:36.022> to<00:20:36.102> get<00:20:36.327> better<00:20:36.986> because<00:20:37.226> that's<00:20:37.403> where<00:20:37.532> all<00:20:37.628> the<00:20:37.708> magic<00:20:38.029> happens.

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I<00:20:39.873> wonder,<00:20:40.418> like,<00:20:41.139> you've<00:20:41.235> mentioned<00:20:41.476> Silicon<00:20:41.780> Valley<00:20:41.940> a<00:20:41.956> few<00:20:42.181> times<00:20:42.453> now,<00:20:42.902> and<00:20:43.158> as<00:20:43.302> I<00:20:43.398> think<00:20:43.559> about<00:20:43.799> that,<00:20:44.680> you've<00:20:44.840> probably<00:20:45.161> been<00:20:45.321> there<00:20:45.545> during<00:20:45.802> this<00:20:46.042> interesting<00:20:46.443> transition<00:20:46.923> where<00:20:47.004> it<00:20:47.084> was<00:20:47.228> like<00:20:47.388> the<00:20:47.484> tech<00:20:47.741> mecca.

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In<00:20:48.221> my<00:20:48.382> opinion,<00:20:48.702> it<00:20:48.766> still<00:20:49.087> is,<00:20:50.609> but<00:20:50.737> where<00:20:50.849> it<00:20:50.913> was<00:20:51.250> kind<00:20:51.346> of<00:20:51.410> like<00:20:51.586> the<00:20:51.714> tech<00:20:52.035> mecca,<00:20:52.451> and<00:20:52.531> then<00:20:52.932> there<00:20:53.092> was<00:20:53.637> probably<00:20:53.974> COVID,<00:20:54.454> a<00:20:54.470> little<00:20:54.759> after<00:20:55.079> COVID,<00:20:55.496> during<00:20:55.816> COVID<00:20:56.778> this<00:20:56.938> kind<00:20:57.098> of<00:20:57.178> tech<00:20:57.563> exodus.

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You<00:20:58.123> started<00:20:58.364> hearing<00:20:58.620> a<00:20:58.636> lot<00:20:58.796> about<00:20:59.085> Miami<00:20:59.886> and<00:20:59.966> Austin<00:21:00.463> and<00:21:00.543> these<00:21:00.767> various<00:21:01.665> places.

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It<00:21:03.603> seems<00:21:04.052> like<00:21:04.324> Silicon<00:21:04.789> Valley<00:21:05.109> is<00:21:05.254> making<00:21:05.590> a<00:21:05.750> comeback.

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With<00:21:06.632> the<00:21:06.777> rise<00:21:07.034> of<00:21:07.178> AI,<00:21:07.837> with<00:21:08.383> I<00:21:08.415> imagine<00:21:08.800> like<00:21:08.961> the<00:21:09.202> bulk<00:21:09.443> of<00:21:09.507> the<00:21:09.604> talent<00:21:09.925> being<00:21:10.166> there.

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But<00:21:10.953> what<00:21:11.049> was<00:21:11.210> your<00:21:11.354> experience<00:21:11.772> of<00:21:11.852> that<00:21:12.655> leading<00:21:12.896> a<00:21:12.977> company,<00:21:13.298> being<00:21:13.459> a<00:21:13.523> part<00:21:13.716> of<00:21:13.796> a<00:21:13.860> company<00:21:14.888> through,<00:21:15.450> you<00:21:15.482> know,<00:21:15.691> the<00:21:15.788> various<00:21:16.286> stages<00:21:16.992> of<00:21:17.057> Silicon<00:21:17.474> Valley<00:21:18.036> being<00:21:18.358> like<00:21:18.824> the<00:21:19.145> place<00:21:19.723> to<00:21:20.606> everybody<00:21:21.008> leaving?

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And<00:21:22.438> are<00:21:22.470> they<00:21:22.614> coming<00:21:22.936> back<00:21:23.193> now<00:21:23.434> or<00:21:23.514> is<00:21:23.658> it<00:21:23.739> still<00:21:23.948> a<00:21:24.060> bit<00:21:24.156> of<00:21:24.237> an<00:21:24.365> exodus?

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So,<00:21:26.469> so<00:21:26.550> I'm<00:21:26.630> gonna<00:21:26.775> take,<00:21:26.887> I'm<00:21:27.016> gonna<00:21:27.096> actually<00:21:27.289> go<00:21:27.353> a<00:21:27.449> step<00:21:27.658> further.

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When<00:21:27.899> I<00:21:27.995> first<00:21:28.204> got<00:21:28.301> to<00:21:28.333> Silicon<00:21:28.638> Valley<00:21:28.879> in<00:21:28.959> 1995,<00:21:29.826> 1996,<00:21:30.469> maybe<00:21:30.726> '95,<00:21:32.268> It<00:21:32.332> was<00:21:32.492> a<00:21:32.573> land<00:21:32.717> of<00:21:32.813> hardware,<00:21:33.920> Intel,<00:21:34.755> Applied<00:21:35.124> Materials,<00:21:37.129> engineers.

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I<00:21:38.733> mean,<00:21:39.872> you<00:21:39.969> know,<00:21:40.193> going<00:21:40.498> to<00:21:40.594> the<00:21:40.675> local<00:21:40.979> Hobie's<00:21:41.477> or<00:21:41.557> Stacks<00:21:42.038> and<00:21:42.183> seeing<00:21:42.439> people<00:21:42.744> with<00:21:42.841> pocket<00:21:43.161> protectors<00:21:43.883> and<00:21:44.525> notebooks<00:21:45.006> was<00:21:45.167> completely<00:21:45.809> normal.

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And<00:21:47.557> then<00:21:48.119> for<00:21:48.215> me,<00:21:48.536> the<00:21:48.680> place<00:21:49.258> I<00:21:49.274> think<00:21:49.483> Silicon<00:21:49.739> Valley<00:21:49.980> lost<00:21:50.301> its<00:21:50.381> way<00:21:50.461> a<00:21:50.606> little<00:21:50.782> bit<00:21:51.007> was<00:21:51.247> in<00:21:52.130> 2010,<00:21:53.108> '11,<00:21:53.590> '12,<00:21:54.151> '13,<00:21:55.435> when<00:21:55.675> you<00:21:55.820> saw<00:21:56.317> the<00:21:56.461> rise<00:21:56.959> of<00:21:57.039> the<00:21:57.199> Google<00:21:57.584> millionaires<00:21:58.483> and<00:21:58.547> the<00:21:58.627> Facebook<00:21:59.205> millionaires<00:21:59.847> and<00:21:59.911> the<00:22:00.007> LinkedIn<00:22:00.408> millionaires.

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They're—<00:22:02.495> these<00:22:02.736> companies<00:22:03.282> were<00:22:03.379> amazing.

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They<00:22:04.664> caught<00:22:05.050> lightning<00:22:05.468> in<00:22:05.548> a<00:22:05.628> bottle,<00:22:06.753> but<00:22:06.914> they,<00:22:07.235> they<00:22:07.396> caused<00:22:07.878> a<00:22:08.023> lot<00:22:08.264> of<00:22:08.424> wealth<00:22:08.826> to<00:22:08.907> be<00:22:09.067> created,<00:22:10.272> and<00:22:11.236> it,<00:22:11.735> it<00:22:11.815> became<00:22:12.217> more<00:22:12.522> about<00:22:12.779> the<00:22:13.004> wealth<00:22:14.225> and<00:22:14.450> less<00:22:14.772> about<00:22:15.189> solving<00:22:15.896> problems.

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I<00:22:17.664> mean,<00:22:17.841> I<00:22:17.921> remember<00:22:18.307> meeting<00:22:18.644> the,<00:22:18.869> you<00:22:19.030> know,<00:22:19.351> these<00:22:19.512> original<00:22:20.106> famous<00:22:20.556> engineers<00:22:21.054> at<00:22:21.135> Intel<00:22:21.633> or<00:22:21.713> Applied<00:22:22.163> or<00:22:22.195> whatever.

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They<00:22:22.902> just<00:22:23.127> wanted<00:22:23.320> to<00:22:23.401> solve<00:22:23.625> problems.

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They<00:22:24.268> wanted<00:22:24.429> to<00:22:24.574> build<00:22:24.750> smaller<00:22:25.136> transistors.

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They<00:22:26.582> wanted<00:22:26.920> to,<00:22:27.626> cure<00:22:27.883> cancer.

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I<00:22:28.620> mean,<00:22:28.733> they<00:22:28.845> just<00:22:29.069> wanted<00:22:29.262> to<00:22:29.310> do<00:22:29.502> amazing<00:22:30.032> things<00:22:30.609> and<00:22:30.705> suddenly<00:22:31.090> it<00:22:31.154> became<00:22:31.411> about<00:22:31.892> cars<00:22:32.774> and<00:22:32.934> houses<00:22:33.496> in<00:22:33.640> Atherton<00:22:34.538> and<00:22:34.698> whatever.

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I'm<00:22:36.527> okay<00:22:36.847> if<00:22:37.008> some<00:22:37.120> of<00:22:37.184> that<00:22:37.425> leaves<00:22:37.649> Silicon<00:22:37.986> Valley.

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We're<00:22:39.189> at<00:22:39.269> our<00:22:39.429> best<00:22:39.814> here<00:22:40.632> when<00:22:40.776> we<00:22:40.937> want<00:22:41.081> to<00:22:41.113> change<00:22:41.434> the<00:22:41.578> world,<00:22:42.140> when<00:22:42.236> we<00:22:42.396> want<00:22:42.557> to<00:22:42.637> do<00:22:42.861> things<00:22:43.663> that<00:22:43.904> make<00:22:44.144> our<00:22:44.240> customers<00:22:44.882> heroes,<00:22:45.539> that<00:22:45.668> whatever.

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If<00:22:46.405> we<00:22:46.486> make<00:22:46.646> a<00:22:46.710> little<00:22:46.871> money<00:22:47.207> in<00:22:47.352> it,<00:22:47.688> great.

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We<00:22:48.410> don't<00:22:48.554> make<00:22:48.747> money<00:22:48.971> in<00:22:49.116> it,<00:22:49.356> so<00:22:49.613> what?

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We're<00:22:50.319> gonna<00:22:50.479> go<00:22:50.575> to<00:22:50.719> our<00:22:50.880> deathbeds<00:22:51.377> knowing<00:22:51.682> that<00:22:51.762> we<00:22:51.858> changed<00:22:52.243> the<00:22:52.403> world<00:22:52.644> for<00:22:52.772> the<00:22:52.900> better.

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I<00:22:54.265> think<00:22:54.650> some<00:22:54.843> of<00:22:54.907> that<00:22:55.148> is<00:22:55.309> returning.

00:22:56.497 --> 00:23:02.633
What<00:22:56.594> I<00:22:56.674> see<00:22:56.995> with<00:22:57.156> green<00:22:57.461> energy,<00:22:58.184> what<00:22:58.280> I<00:22:58.361> see<00:22:58.746> with<00:22:59.629> AI,<00:23:00.850> that<00:23:01.396> altruistic,<00:23:02.215> we<00:23:02.360> can<00:23:02.408> do<00:23:02.520> things.

00:23:03.018 --> 00:23:07.644
What<00:23:03.163> I<00:23:03.179> see<00:23:03.404> the<00:23:03.500> biotech<00:23:04.062> industry<00:23:04.464> doing,<00:23:04.849> that's,<00:23:05.588> I<00:23:05.604> mean,<00:23:05.749> that's<00:23:06.070> when<00:23:06.230> I<00:23:06.455> love<00:23:06.712> being<00:23:06.873> in<00:23:06.969> Silicon<00:23:07.339> Valley.

00:23:08.383 --> 00:23:14.678
I<00:23:08.543> love<00:23:08.720> being<00:23:08.880> in<00:23:08.945> Silicon<00:23:09.266> Valley<00:23:09.667> when<00:23:10.005> people<00:23:10.406> are<00:23:11.145> exchanging<00:23:11.852> ideas<00:23:12.896> that<00:23:13.201> make<00:23:13.554> the<00:23:13.843> world<00:23:14.181> a<00:23:14.261> better<00:23:14.486> place.

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It's<00:23:14.887> the<00:23:15.144> best<00:23:15.449> part<00:23:15.690> of<00:23:15.771> humanity.

00:23:17.168 --> 00:23:22.496
Silicon<00:23:17.521> Valley<00:23:17.875> is<00:23:18.035> in<00:23:18.116> its<00:23:18.356> best<00:23:18.662> when<00:23:18.774> it<00:23:18.838> talks<00:23:19.176> about<00:23:20.267> private<00:23:20.604> jets<00:23:21.165> and<00:23:21.710> stupid<00:23:22.111> cars.

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Yeah,<00:23:23.314> that's<00:23:23.715> right.

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What<00:23:24.789> about<00:23:25.094> the,<00:23:25.479> uh,<00:23:25.575> not<00:23:25.896> to—<00:23:26.361> I<00:23:26.377> don't<00:23:26.521> want<00:23:26.649> to<00:23:26.697> get<00:23:26.762> any<00:23:27.018> trouble<00:23:27.243> here,<00:23:27.419> but<00:23:27.563> what<00:23:27.644> about<00:23:27.820> like<00:23:27.980> the<00:23:28.060> political<00:23:28.702> aspect<00:23:29.183> of<00:23:29.327> it?

00:23:29.488 --> 00:23:38.997
Obviously<00:23:29.808> you<00:23:29.889> have<00:23:30.145> like<00:23:30.466> Elon<00:23:30.931> and<00:23:31.027> various,<00:23:31.653> you<00:23:31.685> know,<00:23:31.989> prominent<00:23:32.487> Silicon<00:23:32.871> Valley<00:23:33.112> people<00:23:33.433> kind<00:23:33.609> of,<00:23:34.379> um,<00:23:35.197> constantly<00:23:36.239> attacking<00:23:36.961> maybe<00:23:37.362> political<00:23:37.843> leadership<00:23:38.340> or<00:23:38.468> things<00:23:38.644> like<00:23:38.805> that.

00:23:39.430 --> 00:23:49.164
Has<00:23:39.591> there<00:23:39.687> been<00:23:39.863> any<00:23:40.232> difference<00:23:40.809> that<00:23:41.034> you've<00:23:41.371> seen<00:23:41.756> as<00:23:42.092> like<00:23:42.253> in<00:23:42.413> terms<00:23:42.718> of<00:23:42.814> like,<00:23:43.616> I<00:23:43.632> mean,<00:23:43.776> if<00:23:43.872> you<00:23:43.936> go,<00:23:44.161> if<00:23:44.321> I<00:23:44.418> turned<00:23:44.722> on<00:23:45.059> like<00:23:45.235> something<00:23:45.524> like<00:23:45.717> Fox<00:23:46.166> News<00:23:46.502> right<00:23:46.679> now,<00:23:46.839> it<00:23:46.967> would<00:23:47.080> say<00:23:47.224> like<00:23:47.464> San<00:23:47.689> Francisco<00:23:48.346> is<00:23:48.651> unlivable.

00:23:49.212 --> 00:23:50.335
You<00:23:49.309> can't<00:23:49.549> walk<00:23:49.774> down<00:23:50.014> the<00:23:50.094> street.

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Right.

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What<00:23:52.615> is<00:23:52.759> the<00:23:52.840> reality?

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Oh,<00:23:54.911> the<00:23:55.007> reality<00:23:55.553> is<00:23:55.649> it's<00:23:56.051> San<00:23:56.276> Francisco,<00:23:56.918> right?

00:23:57.111 --> 00:24:02.409
I<00:23:57.159> mean,<00:23:58.202> you<00:23:58.299> know,<00:23:58.459> San<00:23:58.668> Francisco<00:23:59.021> probably<00:23:59.230> has<00:23:59.359> a<00:23:59.487> lower<00:23:59.840> crime<00:24:00.210> rate<00:24:00.450> than<00:24:00.627> 98%<00:24:01.253> of<00:24:01.382> the<00:24:01.446> United<00:24:01.815> States,<00:24:02.217> right?

00:24:02.457 --> 00:24:09.233
I<00:24:02.474> mean,<00:24:02.618> everybody<00:24:03.035> bags<00:24:03.421> on<00:24:03.517> New<00:24:03.597> York<00:24:03.822> City,<00:24:04.159> but<00:24:04.384> the<00:24:04.962> New<00:24:05.043> York<00:24:05.267> City<00:24:05.524> crime<00:24:05.926> rate<00:24:06.086> is<00:24:06.167> like<00:24:06.407> one-third<00:24:06.969> of<00:24:07.034> what<00:24:07.130> the<00:24:07.210> crime<00:24:07.467> rate<00:24:07.628> in<00:24:07.997> Alabama<00:24:08.736> is,<00:24:08.976> right?

00:24:09.282 --> 00:24:11.417
So,<00:24:09.779> and<00:24:09.876> I'm<00:24:10.020> not<00:24:10.197> a<00:24:10.325> blue<00:24:10.518> state,<00:24:10.823> red<00:24:11.000> state<00:24:11.224> guy.

00:24:11.883 --> 00:24:14.532
Silicon<00:24:12.188> Valley<00:24:12.509> is<00:24:12.653> a<00:24:12.669> little<00:24:12.814> bit<00:24:12.910> more<00:24:13.071> about<00:24:13.296> libertarianism,<00:24:14.355> right?

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That's<00:24:14.709> a<00:24:14.757> little<00:24:14.901> bit<00:24:14.998> more<00:24:15.239> of<00:24:15.319> like,<00:24:16.090> We're<00:24:16.186> gonna<00:24:16.282> find<00:24:16.603> our<00:24:16.764> own<00:24:16.924> way<00:24:17.246> and<00:24:17.390> we're<00:24:17.470> gonna<00:24:17.968> build<00:24:18.273> stuff<00:24:18.691> that<00:24:18.851> changes<00:24:19.237> the<00:24:19.397> world.

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And,<00:24:20.842> um,<00:24:22.127> so<00:24:22.223> I<00:24:22.303> think<00:24:22.448> the<00:24:22.528> reality<00:24:23.251> is,<00:24:23.973> you<00:24:24.070> know,<00:24:24.310> and,<00:24:24.535> and<00:24:24.696> I<00:24:24.728> don't<00:24:24.937> know<00:24:25.097> Elon<00:24:25.274> personally.

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I've,<00:24:26.253> I<00:24:26.318> think<00:24:26.462> I've<00:24:26.558> met<00:24:26.719> him<00:24:26.799> once<00:24:26.976> or<00:24:27.040> twice<00:24:27.442> throughout<00:24:27.747> the<00:24:27.843> years.

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Um,<00:24:29.689> I<00:24:29.706> mean,<00:24:29.834> here's<00:24:30.011> a<00:24:30.075> guy<00:24:30.332> that<00:24:31.199> just<00:24:31.697> can<00:24:31.841> do<00:24:31.937> amazing<00:24:32.323> things.

00:24:32.596 --> 00:24:41.074
He<00:24:32.660> can<00:24:32.804> put<00:24:33.864> rockets<00:24:34.330> in<00:24:34.426> space<00:24:34.828> using<00:24:35.149> Ethernet,<00:24:36.353> wants<00:24:36.578> to<00:24:36.674> put<00:24:36.851> a<00:24:37.140> person<00:24:37.461> on<00:24:37.621> Mars<00:24:38.039> and<00:24:38.119> become<00:24:38.681> whatever,<00:24:39.002> and<00:24:39.147> then<00:24:39.243> at<00:24:39.307> the<00:24:39.388> same<00:24:39.564> time<00:24:39.885> can<00:24:39.966> go<00:24:40.110> off<00:24:40.190> the<00:24:40.287> deep<00:24:40.528> end<00:24:40.672> on<00:24:40.769> a<00:24:40.833> tweet.

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I<00:24:41.250> don't<00:24:41.411> know.

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I'm<00:24:42.040> not<00:24:42.200> a<00:24:42.440> big<00:24:42.580> social<00:24:42.880> media<00:24:43.160> guy.

00:24:43.640 --> 00:24:44.770
I<00:24:43.641> think<00:24:43.780> it's<00:24:43.940> got<00:24:44.140> some<00:24:44.320> problems.

00:24:45.200 --> 00:24:51.810
And<00:24:45.220> so,<00:24:46.140> I<00:24:46.640> don't<00:24:46.740> know,<00:24:47.380> I<00:24:47.600> think<00:24:47.860> there's<00:24:48.120> a<00:24:48.320> little<00:24:48.480> bit<00:24:48.680> of<00:24:48.860> that<00:24:49.060> libertarianism<00:24:49.700> nature<00:24:49.960> of<00:24:50.220> just,<00:24:50.560> you<00:24:50.600> know,<00:24:50.760> let<00:24:50.860> people<00:24:51.080> be<00:24:51.260> people.

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And<00:24:52.340> as<00:24:52.440> long<00:24:52.580> as<00:24:52.581> you're<00:24:52.700> solving<00:24:52.880> world<00:24:53.160> problems,<00:24:53.580> it's<00:24:53.720> okay.

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Yeah,<00:24:55.140> there<00:24:55.360> is<00:24:55.620> a—<00:24:56.120> it<00:24:56.121> really<00:24:56.400> is<00:24:56.600> fascinating<00:24:56.880> to<00:24:57.060> see<00:24:57.160> one<00:24:57.300> of<00:24:57.400> the<00:24:57.440> greatest<00:24:57.740> CEOs<00:24:58.120> of<00:24:58.240> our<00:24:58.500> time<00:24:58.940> tweeting<00:24:59.580> all<00:24:59.860> the<00:25:00.120> time.

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Yeah,<00:25:01.100> I<00:25:01.160> don't<00:25:01.300> like—<00:25:01.760> I<00:25:02.020> don't<00:25:02.360> know.

00:25:02.520 --> 00:25:03.580
He<00:25:02.600> has<00:25:02.720> the<00:25:02.920> time,<00:25:03.320> right?

00:25:03.580 --> 00:25:04.760
Like,<00:25:03.720> I<00:25:03.860> mean,<00:25:03.960> I<00:25:04.040> don't<00:25:04.120> know<00:25:04.240> what<00:25:04.340> he<00:25:04.460> does.

00:25:05.040 --> 00:25:10.550
I<00:25:05.260> mean,<00:25:05.720> if<00:25:05.880> I<00:25:06.080> tweeted<00:25:06.420> all<00:25:06.600> the<00:25:06.800> time,<00:25:07.220> half<00:25:07.360> of<00:25:07.540> them<00:25:07.600> would<00:25:07.720> be<00:25:07.860> misspelled<00:25:08.280> because<00:25:08.500> I'd<00:25:08.760> be—<00:25:09.060> it'd<00:25:09.061> be<00:25:09.120> like<00:25:09.260> in<00:25:09.400> the<00:25:09.540> hall<00:25:09.720> running<00:25:09.940> between<00:25:10.200> meetings.

00:25:12.280 --> 00:25:17.001
You<00:25:12.377> mentioned<00:25:12.698> like<00:25:12.858> your<00:25:13.003> leadership<00:25:13.356> style<00:25:13.741> and<00:25:13.838> it<00:25:13.902> sounded<00:25:14.223> like<00:25:14.400> a,<00:25:14.624> a<00:25:14.769> lot<00:25:14.946> of<00:25:14.978> it<00:25:15.170> as,<00:25:15.572> uh,<00:25:15.748> kind<00:25:15.973> of<00:25:16.005> centers<00:25:16.326> around<00:25:16.631> empathy.

00:25:17.177 --> 00:25:19.361
What<00:25:17.354> role<00:25:17.579> do<00:25:17.739> you<00:25:17.836> think<00:25:18.092> empathy<00:25:18.542> plays<00:25:18.863> in<00:25:18.959> leadership?

00:25:20.228 --> 00:25:21.304
Oh,<00:25:20.324> I<00:25:20.404> think<00:25:20.565> it<00:25:20.645> plays<00:25:20.870> a<00:25:20.950> key<00:25:21.127> role.

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Right.

00:25:21.673 --> 00:25:32.591
So<00:25:22.395> one<00:25:22.492> of<00:25:22.572> the<00:25:22.636> things<00:25:22.957> that,<00:25:24.563> one<00:25:24.659> of<00:25:24.691> the<00:25:24.723> things<00:25:24.884> you<00:25:24.980> learn<00:25:25.462> really<00:25:26.040> early<00:25:26.329> on<00:25:26.522> in<00:25:26.570> the<00:25:26.650> military,<00:25:27.212> and<00:25:27.276> it's,<00:25:27.726> it's<00:25:27.870> gonna<00:25:28.015> be<00:25:28.111> this<00:25:28.272> stereotype<00:25:28.994> busting<00:25:29.379> thing,<00:25:29.636> but<00:25:30.279> it's<00:25:30.375> a<00:25:30.519> really<00:25:30.985> empathetic<00:25:31.659> organization,<00:25:32.446> right?

00:25:32.671 --> 00:25:34.870
In<00:25:32.751> the<00:25:32.783> sense<00:25:33.072> that<00:25:33.153> it<00:25:33.313> has<00:25:33.506> to<00:25:33.570> be<00:25:33.650> a<00:25:33.731> culture<00:25:33.987> of<00:25:34.068> safety,<00:25:34.614> right?

00:25:35.256 --> 00:25:36.749
You<00:25:35.304> have<00:25:35.416> to<00:25:35.481> have<00:25:35.721> after-action<00:25:36.364> reviews.

00:25:37.166 --> 00:25:39.633
'Cause<00:25:37.486> you<00:25:37.727> want<00:25:38.047> the<00:25:38.303> organization<00:25:38.944> to<00:25:39.089> get<00:25:39.265> better.

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And<00:25:40.290> so<00:25:40.386> one<00:25:40.547> of<00:25:40.579> the<00:25:40.691> books<00:25:40.931> I<00:25:41.011> recommend,<00:25:41.412> it's<00:25:41.652> required<00:25:42.069> reading<00:25:42.309> of<00:25:42.373> my<00:25:42.469> senior<00:25:42.774> management<00:25:43.174> team,<00:25:43.431> is<00:25:43.511> The<00:25:43.591> Culture<00:25:43.911> Code<00:25:44.072> by<00:25:44.232> Daniel<00:25:44.552> Coyle.

00:25:45.674 --> 00:25:54.182
And<00:25:45.818> what<00:25:45.930> he<00:25:46.139> does<00:25:46.475> is,<00:25:46.651> it's<00:25:46.796> a<00:25:47.100> terrific<00:25:47.597> book<00:25:47.837> because<00:25:48.093> it<00:25:48.302> lays<00:25:48.702> out<00:25:49.760> these<00:25:50.064> high-performing<00:25:50.961> teams,<00:25:52.147> and<00:25:52.227> you're<00:25:52.307> gonna<00:25:52.484> find<00:25:52.788> they<00:25:52.868> have<00:25:53.044> many<00:25:53.365> things<00:25:53.621> in<00:25:53.765> common.

00:25:54.246 --> 00:25:56.057
And<00:25:54.390> one<00:25:54.486> of<00:25:54.518> the<00:25:54.631> things<00:25:54.807> they<00:25:54.855> have<00:25:54.983> in<00:25:55.047> common<00:25:55.432> is<00:25:55.528> safe<00:25:55.784> space.

00:25:57.210 --> 00:26:00.078
Safe<00:25:57.451> space<00:25:57.915> is<00:25:58.556> you've<00:25:58.652> gotta<00:25:58.893> be<00:25:58.973> able<00:25:59.117> to<00:25:59.197> say,<00:25:59.614> we<00:25:59.710> made<00:25:59.838> a<00:25:59.854> mistake.

00:26:00.960 --> 00:26:04.869
I<00:26:01.120> love<00:26:01.360> to<00:26:01.520> use<00:26:01.857> in<00:26:01.921> the<00:26:02.001> civilian<00:26:02.338> world<00:26:02.498> the,<00:26:02.722> the<00:26:02.802> comment<00:26:03.203> that,<00:26:03.379> you<00:26:03.459> know,<00:26:03.523> I've<00:26:03.603> been<00:26:03.700> married<00:26:04.020> for<00:26:04.180> 24<00:26:04.645> years.

00:26:05.927 --> 00:26:07.226
Making<00:26:06.184> mistakes<00:26:06.568> got<00:26:06.681> you<00:26:06.745> fired.

00:26:07.803 --> 00:26:11.522
I'm<00:26:07.883> not<00:26:08.171> sure<00:26:08.252> I<00:26:08.348> would've<00:26:08.492> made<00:26:08.668> it<00:26:08.749> through<00:26:08.893> the<00:26:08.973> first<00:26:09.229> week<00:26:09.390> of<00:26:09.454> being<00:26:09.630> married<00:26:10.384> cuz<00:26:10.576> I<00:26:10.672> did<00:26:10.833> the<00:26:10.913> dishes<00:26:11.297> wrong.

00:26:11.618 --> 00:26:12.644
I<00:26:11.698> put<00:26:11.794> 'em<00:26:11.875> in<00:26:11.907> the<00:26:11.955> dishwasher<00:26:12.500> wrong.

00:26:12.917 --> 00:26:18.287
I,<00:26:13.141> I,<00:26:13.381> I<00:26:13.478> admit<00:26:13.718> to<00:26:13.798> this<00:26:13.959> day<00:26:14.263> I've<00:26:14.423> been<00:26:14.520> retrained<00:26:15.722> in<00:26:15.802> how<00:26:16.043> dishes<00:26:16.347> should<00:26:16.443> be<00:26:16.524> properly<00:26:16.924> put<00:26:17.037> in<00:26:17.085> the<00:26:17.165> dishwasher,<00:26:17.870> right?

00:26:18.832 --> 00:26:24.908
It's,<00:26:19.409> I<00:26:19.505> say<00:26:19.794> that<00:26:20.291> in,<00:26:20.595> you<00:26:20.627> know,<00:26:20.756> with<00:26:20.916> humor,<00:26:22.054> but<00:26:22.199> the<00:26:22.295> reality<00:26:22.776> is<00:26:23.737> none<00:26:24.042> of<00:26:24.122> us<00:26:24.299> is<00:26:24.443> perfect.

00:26:25.180 --> 00:26:26.639
I'm<00:26:25.260> a<00:26:25.276> CEO,<00:26:25.966> I'm<00:26:26.062> not<00:26:26.222> perfect.

00:26:27.104 --> 00:26:28.595
People<00:26:27.296> that<00:26:27.409> work<00:26:27.585> for<00:26:27.681> me<00:26:27.825> are<00:26:27.906> not<00:26:28.146> perfect.

00:26:28.948 --> 00:26:30.855
You<00:26:29.108> should<00:26:29.348> assume<00:26:29.974> no<00:26:30.150> one's<00:26:30.390> perfect.

00:26:31.464 --> 00:26:34.780
And<00:26:31.625> once<00:26:31.867> you<00:26:32.028> make<00:26:32.253> that<00:26:32.414> assumption,<00:26:33.621> your<00:26:33.959> world<00:26:34.346> changes.

00:26:34.845 --> 00:26:37.437
Because<00:26:35.891> to<00:26:35.988> me,<00:26:36.294> the<00:26:36.374> magic<00:26:37.018> happens.

00:26:37.501 --> 00:26:39.159
Remember<00:26:37.662> I<00:26:37.742> said<00:26:37.919> earlier,<00:26:38.145> I'm<00:26:38.306> prone<00:26:38.563> to<00:26:38.773> action.

00:26:39.860 --> 00:26:48.425
The<00:26:39.892> magic<00:26:40.293> happens<00:26:41.177> when<00:26:41.338> you<00:26:41.499> take<00:26:41.820> a<00:26:41.965> risk,<00:26:42.784> you<00:26:42.832> have<00:26:42.881> a<00:26:42.945> 51%<00:26:43.829> answer,<00:26:44.793> and<00:26:44.889> you<00:26:45.114> brush<00:26:45.500> forward<00:26:45.838> and<00:26:45.918> say,<00:26:46.721> we're<00:26:46.882> gonna<00:26:47.123> try<00:26:47.364> to<00:26:47.605> learn<00:26:47.862> something<00:26:48.312> here.

00:26:48.553 --> 00:26:49.165
We're<00:26:48.666> gonna<00:26:48.795> put<00:26:48.891> this<00:26:49.052> out.

00:26:50.184 --> 00:26:53.210
One<00:26:50.330> of<00:26:50.411> the<00:26:50.492> things<00:26:50.654> that<00:26:50.751> we<00:26:50.896> do,<00:26:51.479> we<00:26:51.624> launch<00:26:51.883> products<00:26:52.433> all<00:26:52.530> the<00:26:52.611> time<00:26:52.854> in<00:26:52.999> beta.

00:26:55.201 --> 00:27:01.776
I<00:26:55.365> will<00:26:55.464> tell<00:26:55.711> you<00:26:56.369> that<00:26:56.632> in<00:26:56.764> the<00:26:56.862> last,<00:26:57.438> what,<00:26:57.537> I've<00:26:57.603> been<00:26:57.751> CEO<00:26:58.080> over<00:26:58.261> a<00:26:58.343> year,<00:26:58.836> We've<00:26:59.013> not<00:26:59.318> launched<00:26:59.736> a<00:26:59.752> single<00:27:00.378> perfect<00:27:00.860> beta<00:27:01.085> on<00:27:01.326> day<00:27:01.583> one.

00:27:01.985 --> 00:27:06.370
And<00:27:02.065> that<00:27:02.306> makes<00:27:02.547> me<00:27:02.627> so<00:27:03.109> incredibly<00:27:03.655> happy<00:27:04.555> because<00:27:04.812> if<00:27:04.892> it<00:27:04.956> was<00:27:05.117> perfect,<00:27:05.519> we<00:27:05.663> waited<00:27:05.920> too<00:27:06.081> long.

00:27:07.510 --> 00:27:14.000
And<00:27:08.571> now,<00:27:09.053> like,<00:27:09.213> we're<00:27:09.358> getting<00:27:09.615> the<00:27:09.679> feedback<00:27:10.241> we<00:27:10.338> need<00:27:10.579> from<00:27:10.739> the<00:27:10.819> customer<00:27:11.864> to<00:27:12.024> build<00:27:12.265> the<00:27:12.410> product<00:27:12.843> that<00:27:12.972> makes<00:27:13.293> them<00:27:13.470> successful.

00:27:14.514 --> 00:27:15.462
That's<00:27:14.755> a<00:27:14.835> perfect<00:27:15.157> beta.

00:27:16.602 --> 00:27:19.237
How<00:27:16.683> do<00:27:16.747> you<00:27:16.908> deal<00:27:17.068> with<00:27:17.245> failure<00:27:17.791> both<00:27:17.968> personally<00:27:18.369> and<00:27:18.514> within<00:27:18.707> the<00:27:18.851> business?

00:27:19.558 --> 00:27:26.369
Like,<00:27:19.751> is<00:27:20.056> there<00:27:20.313> a<00:27:20.618> few<00:27:20.779> moments<00:27:21.261> or<00:27:21.341> a<00:27:21.357> moment<00:27:21.823> that<00:27:21.919> stands<00:27:22.369> out<00:27:22.626> where<00:27:22.851> like,<00:27:23.044> hey,<00:27:23.911> I<00:27:23.991> didn't<00:27:24.216> live<00:27:24.377> up<00:27:24.554> to<00:27:24.955> the<00:27:25.052> standards<00:27:25.518> I<00:27:25.662> expected?

00:27:26.530 --> 00:27:30.630
We<00:27:26.770> didn't,<00:27:27.310> you<00:27:27.530> know,<00:27:28.010> uh,<00:27:28.910> do<00:27:28.970> a<00:27:29.150> great<00:27:29.290> marketing<00:27:29.630> camp,<00:27:29.910> whatever<00:27:30.050> it<00:27:30.350> is.

00:27:30.630 --> 00:27:33.550
How<00:27:30.650> do<00:27:30.750> you<00:27:30.950> deal<00:27:31.350> with<00:27:31.670> failure<00:27:32.210> and<00:27:32.350> what<00:27:32.510> have<00:27:32.670> you<00:27:32.810> learned<00:27:32.970> from<00:27:33.150> failure?

00:27:34.270 --> 00:27:35.670
All<00:27:34.430> right,<00:27:34.569> let<00:27:34.870> me<00:27:34.990> tell<00:27:35.110> you<00:27:35.170> a<00:27:35.270> quick<00:27:35.370> story.

00:27:35.890 --> 00:27:40.950
I'll<00:27:36.010> tell<00:27:36.070> you<00:27:36.150> a<00:27:36.250> quick<00:27:36.290> story<00:27:36.710> and<00:27:37.030> hopefully,<00:27:37.430> uh,<00:27:38.470> I'll<00:27:38.670> try<00:27:38.790> to<00:27:38.890> think<00:27:38.950> the<00:27:39.050> right<00:27:39.210> political<00:27:39.550> word,<00:27:39.830> correct<00:27:39.990> words<00:27:40.190> to<00:27:40.350> say<00:27:40.490> in<00:27:40.610> the<00:27:40.690> story.

00:27:40.950 --> 00:27:44.840
But,<00:27:41.130> but<00:27:41.330> it,<00:27:41.690> it's<00:27:41.691> gonna<00:27:41.790> wrap<00:27:42.050> up<00:27:42.170> the<00:27:42.330> last<00:27:42.530> two<00:27:42.710> topics<00:27:43.090> in<00:27:43.270> a<00:27:43.430> little,<00:27:43.590> with<00:27:43.710> a<00:27:43.810> little<00:27:43.990> bow<00:27:44.170> on<00:27:44.390> top.

00:27:45.430 --> 00:27:47.630
So<00:27:45.610> when<00:27:45.710> I<00:27:45.770> was<00:27:45.870> in<00:27:46.010> the<00:27:46.030> military,<00:27:46.790> I<00:27:46.990> think<00:27:46.991> I<00:27:47.070> was<00:27:47.130> a<00:27:47.210> first<00:27:47.430> lieutenant.

00:27:48.190 --> 00:27:53.410
Um,<00:27:49.250> we<00:27:49.490> were,<00:27:49.790> uh,<00:27:50.430> practicing<00:27:50.690> at,<00:27:51.240> at<00:27:51.690> what's<00:27:51.870> called<00:27:52.030> in<00:27:52.170> the<00:27:52.270> military<00:27:52.470> at<00:27:52.650> the<00:27:52.670> time,<00:27:52.870> a<00:27:52.990> kill<00:27:53.110> house.

00:27:53.410 --> 00:28:02.235
I<00:27:53.530> don't<00:27:53.590> know<00:27:53.670> what<00:27:53.750> it's<00:27:53.870> called<00:27:54.030> today,<00:27:54.250> but<00:27:54.350> it's,<00:27:54.770> you<00:27:54.771> can<00:27:54.850> imagine<00:27:55.070> that<00:27:55.230> like,<00:27:55.510> uh,<00:27:56.483> plywood<00:27:56.885> walls,<00:27:57.672> fake<00:27:57.929> doors,<00:27:58.652> and<00:27:58.733> there's<00:27:58.829> a<00:27:58.893> catwalk<00:27:59.520> above<00:28:00.099> where<00:28:00.404> the<00:28:00.805> instructors<00:28:01.320> are<00:28:01.384> standing<00:28:01.866> watching.

00:28:02.734 --> 00:28:04.421
And<00:28:02.814> you're<00:28:02.894> doing<00:28:03.071> the<00:28:03.151> stuff<00:28:03.457> you've<00:28:03.569> seen<00:28:03.794> in<00:28:03.842> the<00:28:03.874> movies,<00:28:04.260> right?

00:28:04.501 --> 00:28:06.172
You<00:28:04.999> knock<00:28:05.240> down<00:28:05.401> the<00:28:05.481> door<00:28:05.722> and<00:28:05.819> you<00:28:05.883> go<00:28:06.043> in.

00:28:06.911 --> 00:28:17.098
And<00:28:07.088> we<00:28:07.232> were,<00:28:07.554> we<00:28:07.650> were<00:28:07.731> doing<00:28:07.907> a<00:28:07.956> stack,<00:28:08.534> and<00:28:08.630> I<00:28:08.695> think<00:28:08.855> I<00:28:08.871> was<00:28:09.096> third<00:28:09.482> in<00:28:09.562> the<00:28:09.643> stack,<00:28:11.089> and<00:28:11.651> we<00:28:11.747> went<00:28:11.988> through<00:28:12.149> the<00:28:12.294> door<00:28:13.418> and<00:28:13.579> I<00:28:13.836> screwed<00:28:14.543> up<00:28:14.865> royally<00:28:15.604> and<00:28:15.700> I<00:28:15.764> got<00:28:15.989> shot<00:28:16.246> by<00:28:16.407> these<00:28:16.568> paintballs.

00:28:18.174 --> 00:28:19.781
I<00:28:18.255> forget,<00:28:18.496> sim<00:28:18.737> something<00:28:18.978> they<00:28:19.058> were<00:28:19.138> called<00:28:19.347> at<00:28:19.396> the<00:28:19.540> time.

00:28:20.327 --> 00:28:24.532
And<00:28:20.809> I<00:28:20.826> mean,<00:28:20.970> you<00:28:21.051> looked<00:28:21.292> and<00:28:21.388> it<00:28:21.549> hurt<00:28:21.790> like<00:28:22.015> a<00:28:23.017> And<00:28:23.597> I'm<00:28:24.242> dead.

00:28:24.789 --> 00:28:36.019
And<00:28:24.886> we<00:28:25.047> were,<00:28:25.450> we<00:28:25.595> were<00:28:25.756> at<00:28:25.917> the<00:28:26.497> AAR<00:28:28.172> and<00:28:28.672> the<00:28:28.752> instructor<00:28:30.202> is,<00:28:30.283> he's<00:28:30.525> got<00:28:30.621> his<00:28:30.831> clipboard<00:28:31.976> and<00:28:32.025> he,<00:28:32.445> he<00:28:32.946> kind<00:28:33.173> of<00:28:33.254> looks<00:28:33.577> up<00:28:33.836> and<00:28:33.900> he<00:28:33.997> sees<00:28:35.210> that<00:28:35.356> I'm<00:28:35.453> an<00:28:35.518> officer.

00:28:36.084 --> 00:28:47.592
He<00:28:36.164> was<00:28:36.326> a,<00:28:36.423> he<00:28:36.520> was<00:28:36.650> a<00:28:36.682> staff<00:28:36.973> sergeant,<00:28:37.814> sees<00:28:38.137> that<00:28:38.283> I'm<00:28:38.380> an<00:28:38.509> officer<00:28:38.849> and<00:28:38.913> he<00:28:39.010> kind<00:28:39.253> of<00:28:39.285> sees<00:28:39.560> that,<00:28:39.803> you<00:28:39.900> know,<00:28:39.948> he<00:28:40.062> leans<00:28:40.369> over<00:28:40.482> and<00:28:40.531> he<00:28:40.611> sees<00:28:40.805> I<00:28:40.838> have<00:28:40.967> a<00:28:41.000> Ranger<00:28:41.193> tab<00:28:41.581> on<00:28:42.486> and<00:28:42.551> his<00:28:42.648> shoulders<00:28:43.455> just<00:28:43.698> slump<00:28:45.540> and<00:28:46.509> I<00:28:46.768> can<00:28:47.010> read<00:28:47.155> his<00:28:47.317> mind.

00:28:47.656 --> 00:28:49.159
He's<00:28:47.818> like,<00:28:48.125> oh,<00:28:48.383> this<00:28:48.545> is<00:28:48.626> going<00:28:48.739> to<00:28:48.787> be<00:28:48.868> an<00:28:49.013> argument.

00:28:50.719 --> 00:28:53.865
And<00:28:51.361> he<00:28:51.457> goes,<00:28:51.698> so<00:28:52.115> sir,<00:28:52.645> how<00:28:52.821> do<00:28:52.886> you<00:28:53.062> think<00:28:53.367> that<00:28:53.608> went?

00:28:54.988 --> 00:28:55.582
And<00:28:55.052> I<00:28:55.133> went<00:28:55.245> like<00:28:55.454> this.

00:28:55.694 --> 00:29:02.500
I<00:28:55.775> went,<00:28:57.331> someone<00:28:57.717> needs<00:28:57.957> to<00:28:58.038> write<00:28:58.262> a<00:28:58.278> letter<00:28:58.599> to<00:28:58.680> my<00:28:58.840> mom<00:28:59.338> explaining<00:28:59.899> that<00:29:00.028> her<00:29:00.060> son's<00:29:00.445> a<00:29:00.461> moron.

00:29:03.238 --> 00:29:07.282
And<00:29:03.960> he,<00:29:04.281> you<00:29:04.522> could<00:29:04.698> just<00:29:05.019> see<00:29:05.180> the<00:29:05.340> look<00:29:05.565> on<00:29:05.597> his<00:29:05.806> face<00:29:06.047> like,<00:29:06.448> we're<00:29:06.544> not<00:29:06.705> gonna<00:29:06.865> argue.

00:29:07.908 --> 00:29:08.984
And<00:29:07.989> he<00:29:08.053> is<00:29:08.101> like,<00:29:08.229> well,<00:29:08.390> what<00:29:08.534> went<00:29:08.711> wrong?

00:29:09.032 --> 00:29:12.162
And<00:29:09.112> I<00:29:09.192> said,<00:29:10.075> I<00:29:10.155> was<00:29:10.476> third<00:29:10.717> in<00:29:10.797> the<00:29:10.878> stack<00:29:11.439> and<00:29:11.520> I<00:29:11.600> screwed<00:29:12.065> up.

00:29:12.242 --> 00:29:13.911
And<00:29:12.306> he's<00:29:12.386> like,<00:29:12.563> okay,<00:29:12.804> sir,<00:29:13.109> why<00:29:13.205> did<00:29:13.430> you<00:29:13.510> screw<00:29:13.767> up?

00:29:14.007 --> 00:29:15.789
And<00:29:14.072> I<00:29:14.104> said,<00:29:14.954> I<00:29:15.035> got<00:29:15.211> all<00:29:15.307> in<00:29:15.388> my<00:29:15.596> head.

00:29:15.853 --> 00:29:19.994
I<00:29:15.869> was<00:29:16.078> worried<00:29:16.190> about<00:29:16.335> like<00:29:16.495> what<00:29:16.575> the<00:29:16.720> unit<00:29:16.977> was<00:29:17.137> doing<00:29:17.458> and<00:29:17.522> what<00:29:17.603> was<00:29:17.699> happening<00:29:18.261> and<00:29:18.662> over<00:29:18.758> there<00:29:19.063> and<00:29:19.143> this<00:29:19.352> and<00:29:19.448> that<00:29:19.528> and<00:29:19.625> everything<00:29:19.849> else.

00:29:20.331 --> 00:29:25.674
And<00:29:20.427> I<00:29:20.668> just<00:29:21.133> didn't<00:29:21.374> have<00:29:21.631> contextual<00:29:22.128> awareness<00:29:23.380> of<00:29:23.636> where<00:29:23.941> I<00:29:24.182> was<00:29:24.904> right<00:29:25.241> then<00:29:25.466> and<00:29:25.562> there.

00:29:26.605 --> 00:29:30.456
And<00:29:26.685> I<00:29:26.990> screwed<00:29:27.552> up<00:29:27.600> because<00:29:27.969> third<00:29:28.146> in<00:29:28.210> the<00:29:28.290> stack,<00:29:28.755> I<00:29:28.771> was<00:29:28.852> supposed<00:29:29.237> to<00:29:29.333> do<00:29:29.477> this<00:29:29.895> and<00:29:29.975> I<00:29:30.216> didn't.

00:29:31.820 --> 00:29:33.505
And<00:29:31.868> he<00:29:31.965> went,<00:29:32.446> that's<00:29:32.928> exactly<00:29:33.265> right.

00:29:34.629 --> 00:29:36.442
And<00:29:34.773> I<00:29:34.869> said,<00:29:36.217> yeah.

00:29:36.955 --> 00:29:38.079
And<00:29:37.020> he<00:29:37.100> went,<00:29:37.356> okay,<00:29:37.501> what<00:29:37.549> do<00:29:37.581> you<00:29:37.613> want<00:29:37.758> to<00:29:37.790> do<00:29:37.902> about<00:29:38.014> it?

00:29:38.127 --> 00:29:39.282
And<00:29:38.223> I<00:29:38.239> was<00:29:38.287> like,<00:29:38.624> can<00:29:38.704> we<00:29:38.801> run<00:29:38.961> it<00:29:39.041> again?

00:29:39.667 --> 00:29:41.737
He's<00:29:40.389> like,<00:29:40.823> of<00:29:40.903> course<00:29:41.128> we<00:29:41.208> can<00:29:41.352> run<00:29:41.529> it<00:29:41.609> again.

00:29:42.716 --> 00:29:43.342
And<00:29:42.796> that's<00:29:42.973> what<00:29:43.053> we<00:29:43.133> did.

00:29:43.936 --> 00:29:44.674
We<00:29:44.096> ran<00:29:44.321> it<00:29:44.401> again.

00:29:44.818 --> 00:29:48.394
And<00:29:44.963> that<00:29:45.236> to<00:29:45.396> me<00:29:46.406> is<00:29:46.823> what<00:29:47.368> failure<00:29:47.961> means.

00:29:48.811 --> 00:29:52.498
Failure<00:29:49.532> doesn't<00:29:50.446> mean<00:29:51.376> not<00:29:51.616> making<00:29:51.953> mistakes.

00:29:52.979 --> 00:29:55.255
Failure<00:29:53.379> doesn't<00:29:53.636> mean<00:29:54.341> dying<00:29:54.742> on<00:29:54.838> your<00:29:54.982> sword.

00:29:55.319 --> 00:29:58.653
Failure<00:29:55.720> just<00:29:55.944> means,<00:29:56.425> hey,<00:29:57.226> we<00:29:57.323> took<00:29:57.499> a<00:29:57.627> guess,<00:29:58.348> we<00:29:58.429> were<00:29:58.509> wrong.

00:29:58.829 --> 00:30:02.228
Anybody<00:29:59.022> that's<00:29:59.166> ever<00:29:59.326> been<00:29:59.487> an<00:29:59.567> engineer,<00:30:00.464> I<00:30:00.512> mean,<00:30:00.609> what's<00:30:00.833> the<00:30:00.913> famous<00:30:01.234> Thomas<00:30:01.570> Edison<00:30:01.955> thing,<00:30:02.115> right?

00:30:02.292 --> 00:30:04.488
10,000<00:30:02.773> light<00:30:02.933> bulbs<00:30:03.109> that<00:30:03.237> didn't<00:30:03.494> work,<00:30:04.360> right?

00:30:04.856 --> 00:30:06.972
Failure's<00:30:05.498> in,<00:30:05.738> in<00:30:06.043> built-in<00:30:06.459> engineering.

00:30:07.020 --> 00:30:08.030
It's<00:30:07.181> built<00:30:07.421> into<00:30:07.582> investing.

00:30:08.127 --> 00:30:10.226
No<00:30:08.223> one's<00:30:08.848> 100%<00:30:09.345> perfect<00:30:09.601> stock<00:30:09.906> picker.

00:30:11.012 --> 00:30:12.599
Build<00:30:11.284> it<00:30:11.413> into<00:30:11.669> the<00:30:11.813> process.

00:30:13.285 --> 00:30:20.250
And<00:30:13.350> as<00:30:13.414> a<00:30:13.447> matter<00:30:13.609> of<00:30:13.690> fact,<00:30:14.079> once<00:30:14.257> you<00:30:14.581> build<00:30:14.840> it<00:30:14.986> into<00:30:15.131> the<00:30:15.229> process,<00:30:16.022> you<00:30:16.119> build<00:30:16.427> better<00:30:16.670> products,<00:30:17.156> you<00:30:17.253> make<00:30:17.496> better<00:30:17.739> investments,<00:30:19.019> you<00:30:19.100> think<00:30:19.359> about<00:30:19.667> things<00:30:19.926> better.

00:30:20.780 --> 00:30:24.097
The<00:30:20.877> idea<00:30:21.152> that<00:30:21.297> failure<00:30:21.767> doesn't<00:30:22.026> exist<00:30:22.916> is<00:30:23.320> laughable.

00:30:24.518 --> 00:30:28.207
Back<00:30:24.696> to<00:30:24.776> Elon<00:30:25.100> Musk,<00:30:25.666> what'd<00:30:25.764> the<00:30:25.844> guy<00:30:26.055> do,<00:30:26.233> blow<00:30:26.476> up<00:30:26.556> 4<00:30:26.880> rockets<00:30:27.366> before<00:30:27.624> he<00:30:27.689> got<00:30:27.867> it<00:30:27.997> right?

00:30:28.644 --> 00:30:28.741
Yeah.

00:30:28.903 --> 00:30:32.079
I<00:30:28.919> mean,<00:30:29.680> yeah,<00:30:30.370> like<00:30:31.027> build<00:30:31.274> it<00:30:31.356> into<00:30:31.537> the<00:30:31.619> system.

00:30:33.692 --> 00:30:54.448
Uh,<00:30:33.933> how<00:30:34.094> do<00:30:34.158> you<00:30:34.254> think—<00:30:34.721> it's<00:30:34.833> interesting<00:30:35.299> as<00:30:35.460> CEOs,<00:30:36.329> um,<00:30:37.454> and<00:30:37.631> leaders,<00:30:38.419> you<00:30:38.499> now<00:30:38.660> have<00:30:38.853> to<00:30:38.998> think<00:30:39.174> about<00:30:39.576> things<00:30:39.962> outside<00:30:40.300> of<00:30:40.364> your<00:30:40.509> company<00:30:40.847> a<00:30:40.863> lot<00:30:41.088> more<00:30:41.329> than<00:30:41.570> maybe<00:30:42.316> you<00:30:42.396> had<00:30:42.637> to<00:30:42.813> 20<00:30:43.118> years<00:30:43.311> ago<00:30:43.696> when<00:30:43.792> you<00:30:43.921> were<00:30:44.017> a<00:30:44.033> CEO,<00:30:45.044> kind<00:30:45.124> of<00:30:45.204> the<00:30:45.285> macroeconomic<00:30:46.119> environment,<00:30:46.665> just<00:30:46.889> the<00:30:46.986> general,<00:30:47.371> hey,<00:30:47.547> there's<00:30:47.724> a<00:30:47.852> war<00:30:48.350> in<00:30:48.430> Ukraine<00:30:48.991> and<00:30:49.072> that<00:30:49.232> affects<00:30:49.714> you<00:30:50.115> now<00:30:50.500> in<00:30:50.596> some<00:30:50.821> way,<00:30:51.479> or<00:30:51.623> whatever<00:30:52.040> it<00:30:52.137> is,<00:30:52.746> right?

00:30:54.672 --> 00:30:59.727
What<00:30:54.784> are<00:30:55.330> your<00:30:55.651> thoughts<00:30:55.892> on<00:30:55.972> like<00:30:56.116> the<00:30:56.277> current<00:30:56.630> state<00:30:57.079> of<00:30:57.111> the<00:30:57.320> world,<00:30:57.817> the<00:30:57.962> current<00:30:58.235> macroeconomic<00:30:59.117> environment?

00:30:59.823 --> 00:31:02.359
Do<00:30:59.855> you<00:30:59.888> have<00:30:59.984> any<00:31:00.128> predictions<00:31:00.626> in<00:31:00.786> terms<00:31:01.027> of<00:31:01.107> like,<00:31:01.332> I<00:31:01.348> mean,<00:31:01.492> this<00:31:01.605> is<00:31:01.685> a<00:31:01.749> crazy<00:31:02.214> year.

00:31:02.455 --> 00:31:04.686
You've<00:31:02.616> got<00:31:02.728> a<00:31:02.872> bunch<00:31:03.049> of<00:31:03.129> elections<00:31:03.610> in<00:31:03.675> all<00:31:03.771> sorts<00:31:04.076> of<00:31:04.156> countries.

00:31:05.665 --> 00:31:06.499
Where<00:31:05.985> are<00:31:06.146> we<00:31:06.242> at<00:31:06.322> right<00:31:06.467> now?

00:31:07.285 --> 00:31:07.783
Here's<00:31:07.446> what<00:31:07.590> I<00:31:07.622> see.

00:31:07.831 --> 00:31:10.431
So<00:31:07.991> yes,<00:31:08.633> we're<00:31:09.034> a<00:31:09.275> regulated<00:31:09.676> telecom<00:31:10.029> provider.

00:31:10.495 --> 00:31:12.436
We<00:31:10.575> provide<00:31:11.056> PST<00:31:11.393> replacement<00:31:11.795> in<00:31:11.843> 60<00:31:12.099> countries.

00:31:13.126 --> 00:31:16.316
I'm,<00:31:14.024> I'm<00:31:14.168> a<00:31:14.264> bit<00:31:14.424> shocked<00:31:15.066> by<00:31:15.146> the<00:31:15.290> regulatory<00:31:15.787> environment.

00:31:16.428 --> 00:31:17.807
And<00:31:16.508> I,<00:31:16.669> this<00:31:16.829> is<00:31:16.909> not<00:31:17.069> a<00:31:17.133> political<00:31:17.470> statement.

00:31:17.855 --> 00:31:27.633
I'm<00:31:17.951> just<00:31:18.031> a<00:31:18.111> big<00:31:18.272> shot<00:31:18.656> that<00:31:18.736> sometimes<00:31:20.259> it,<00:31:21.077> what<00:31:21.237> shocks<00:31:21.782> me<00:31:21.958> is<00:31:22.103> that<00:31:22.199> the<00:31:22.263> regulatory<00:31:22.648> environment<00:31:23.144> isn't<00:31:23.625> always<00:31:24.122> about<00:31:24.427> doing<00:31:24.683> the<00:31:24.828> right<00:31:25.228> thing,<00:31:26.206> but<00:31:26.350> it's<00:31:26.430> about<00:31:26.591> getting<00:31:26.767> the<00:31:26.847> paperwork<00:31:27.248> correct.

00:31:27.985 --> 00:31:29.668
It's<00:31:28.130> about<00:31:28.306> having<00:31:28.691> a<00:31:28.771> way<00:31:28.931> to<00:31:29.011> say,<00:31:29.332> gotcha.

00:31:30.534 --> 00:31:37.811
It's<00:31:30.694> a<00:31:30.855> gotcha<00:31:31.255> regulatory<00:31:31.880> environment,<00:31:32.602> not<00:31:32.922> a,<00:31:33.740> you<00:31:33.836> know,<00:31:34.686> let's<00:31:34.862> not<00:31:35.038> have<00:31:35.263> babies<00:31:35.663> do<00:31:35.888> things<00:31:36.128> that<00:31:36.208> hurt<00:31:36.465> them<00:31:36.625> kind<00:31:36.801> of<00:31:36.866> regulatory<00:31:37.346> environment.

00:31:37.907 --> 00:31:39.767
And<00:31:38.068> you<00:31:38.148> would<00:31:38.308> think<00:31:38.629> that's<00:31:38.853> what<00:31:38.949> the<00:31:39.013> regulatory<00:31:39.366> environment<00:31:39.719> is.

00:31:40.232 --> 00:31:41.692
And<00:31:40.328> I'll<00:31:40.457> tell<00:31:40.521> you<00:31:40.617> where<00:31:40.697> I<00:31:40.794> see<00:31:41.018> that<00:31:41.179> a<00:31:41.195> lot<00:31:41.436> right<00:31:41.596> now.

00:31:41.757 --> 00:31:52.526
You<00:31:41.821> talk<00:31:41.917> about<00:31:42.013> funny<00:31:42.238> things<00:31:42.880> coming<00:31:43.121> out<00:31:43.217> of<00:31:43.345> COVID<00:31:44.341> So,<00:31:45.271> uh,<00:31:45.448> because<00:31:45.705> we're<00:31:45.817> a<00:31:45.833> telecom<00:31:46.170> company,<00:31:46.571> we<00:31:46.652> file<00:31:46.973> about<00:31:47.149> 1,500<00:31:48.080> tax<00:31:48.401> returns<00:31:48.754> a<00:31:48.818> month,<00:31:50.247> um,<00:31:50.664> both<00:31:50.889> United<00:31:51.146> States<00:31:51.467> and,<00:31:52.092> and<00:31:52.189> globally.

00:31:52.590 --> 00:31:53.922
Yeah,<00:31:53.553> globally.

00:31:54.420 --> 00:31:56.554
I<00:31:54.596> can't<00:31:54.997> believe<00:31:55.238> how<00:31:55.334> many<00:31:55.543> audits<00:31:55.880> we're<00:31:56.025> under<00:31:56.265> right<00:31:56.442> now.

00:31:56.988 --> 00:32:02.284
We're<00:31:57.164> under<00:31:57.389> audits<00:31:58.352> everywhere<00:31:58.673> from<00:31:58.914> Indonesia<00:31:59.652> through<00:31:59.828> Chicago<00:32:01.080> through<00:32:01.899> the<00:32:02.043> UK.

00:32:02.364 --> 00:32:09.133
Like,<00:32:02.541> we're<00:32:02.605> under<00:32:03.006> audits<00:32:03.488> everywhere,<00:32:05.253> and<00:32:05.414> it's<00:32:07.498> Every,<00:32:07.819> every<00:32:07.995> government<00:32:08.460> wants<00:32:08.716> more<00:32:08.812> money.

00:32:09.582 --> 00:32:10.623
And<00:32:09.662> I<00:32:09.822> like,<00:32:09.982> I<00:32:10.143> get<00:32:10.399> it.

00:32:11.200 --> 00:32:14.053
And<00:32:11.521> we're<00:32:11.601> not<00:32:11.842> trying<00:32:12.162> to<00:32:12.322> like,<00:32:12.883> we,<00:32:13.220> we<00:32:13.348> pay<00:32:13.460> our<00:32:13.605> taxes.

00:32:14.262 --> 00:32:14.999
I'm<00:32:14.358> not<00:32:14.550> trying<00:32:14.646> to<00:32:14.727> cheat.

00:32:15.448 --> 00:32:20.593
I<00:32:15.480> don't<00:32:15.608> have<00:32:15.768> a<00:32:15.833> whole<00:32:16.089> team<00:32:16.345> of<00:32:16.410> people<00:32:16.874> trying<00:32:17.115> to<00:32:17.195> figure<00:32:17.596> out<00:32:18.253> how<00:32:18.413> to,<00:32:18.637> you<00:32:18.718> know,<00:32:18.974> bend<00:32:19.214> the<00:32:19.359> rules<00:32:19.775> or<00:32:19.839> find<00:32:20.160> loopholes.

00:32:20.721 --> 00:32:21.811
We'll<00:32:20.817> pay<00:32:21.042> our<00:32:21.138> fair<00:32:21.458> amount.

00:32:21.859 --> 00:32:22.660
I<00:32:21.891> don't<00:32:22.003> have<00:32:22.099> an<00:32:22.180> issue<00:32:22.420> with<00:32:22.500> that.

00:32:23.382 --> 00:32:27.597
But<00:32:23.542> holy<00:32:23.943> mackerel,<00:32:24.263> I've<00:32:24.407> had<00:32:24.504> to<00:32:24.648> hire<00:32:24.888> extra<00:32:25.129> people<00:32:25.850> just<00:32:26.106> to<00:32:26.251> keep<00:32:26.571> up<00:32:26.667> with<00:32:26.828> all<00:32:27.052> the<00:32:27.148> audits.

00:32:28.350 --> 00:32:36.494
And<00:32:28.511> so<00:32:30.274> what<00:32:30.418> I<00:32:30.594> would<00:32:30.835> say<00:32:31.235> to<00:32:31.380> the<00:32:31.476> flip<00:32:31.716> side<00:32:32.101> of,<00:32:32.437> of<00:32:32.582> some<00:32:32.758> of<00:32:32.790> the<00:32:32.854> commentary<00:32:33.543> out<00:32:33.655> there<00:32:33.800> in<00:32:33.880> the<00:32:34.024> world<00:32:34.361> is<00:32:35.082> business<00:32:35.467> people<00:32:35.804> do<00:32:35.965> good<00:32:36.206> things.

00:32:36.687 --> 00:32:38.099
We<00:32:36.831> are<00:32:37.024> still<00:32:37.313> human<00:32:37.650> beings.

00:32:38.677 --> 00:32:39.688
We<00:32:38.934> employ<00:32:39.335> people.

00:32:40.201 --> 00:32:41.549
We<00:32:40.362> wanna<00:32:40.618> build<00:32:40.843> services.

00:32:42.384 --> 00:32:43.892
Alan<00:32:42.624> Greenspan<00:32:43.106> wrote<00:32:43.330> years<00:32:43.523> ago,<00:32:43.748> right?

00:32:43.972 --> 00:32:51.691
There's<00:32:44.149> never<00:32:44.406> been<00:32:44.566> a<00:32:44.630> famine<00:32:45.336> in<00:32:45.417> a<00:32:45.433> capitalist<00:32:46.074> system<00:32:47.021> because<00:32:47.438> the<00:32:47.583> price<00:32:47.904> mechanism<00:32:48.481> creates<00:32:49.605> more<00:32:49.765> supply<00:32:50.407> and<00:32:50.487> those<00:32:50.728> kinds<00:32:50.953> of<00:32:51.049> things,<00:32:51.370> right?

00:32:52.012 --> 00:32:55.735
So<00:32:52.108> the<00:32:52.236> one<00:32:52.397> thing<00:32:52.557> I<00:32:52.638> would<00:32:52.814> say<00:32:53.761> is,<00:32:54.242> hey,<00:32:54.660> we're<00:32:54.740> not<00:32:55.141> bad<00:32:55.382> people.

00:32:55.943 --> 00:32:57.789
We're<00:32:56.040> not<00:32:56.344> trying<00:32:56.521> to<00:32:56.665> get<00:32:56.826> over<00:32:57.051> on<00:32:57.147> the<00:32:57.227> system.

00:32:58.431 --> 00:33:01.560
We're<00:32:58.591> just<00:32:58.816> trying<00:32:59.008> to<00:32:59.072> do<00:32:59.233> the<00:32:59.377> right<00:32:59.618> thing<00:32:59.875> and<00:33:00.196> make<00:33:00.340> our<00:33:00.436> customers<00:33:00.902> heroes<00:33:01.303> every<00:33:01.479> day.

00:33:01.865 --> 00:33:08.208
And<00:33:02.667> We'll<00:33:02.828> get<00:33:03.005> through<00:33:03.165> the<00:33:03.310> audits<00:33:03.663> or<00:33:03.727> whatever,<00:33:04.049> but<00:33:04.290> you<00:33:04.386> know,<00:33:05.012> can<00:33:05.157> you<00:33:05.189> not<00:33:05.414> give<00:33:05.639> me<00:33:05.976> 3<00:33:06.137> days<00:33:06.458> to<00:33:06.618> reply<00:33:07.100> to<00:33:07.197> a<00:33:07.261> 30-page<00:33:07.887> letter?

00:33:08.305 --> 00:33:08.915
I<00:33:08.385> mean,<00:33:08.610> come<00:33:08.771> on.

00:33:10.055 --> 00:33:11.324
That's<00:33:10.794> awesome.

00:33:12.545 --> 00:33:14.745
Uh,<00:33:12.802> finally,<00:33:13.187> hey<00:33:13.525> Sam,<00:33:13.766> thank<00:33:13.926> you<00:33:14.087> so<00:33:14.231> much<00:33:14.408> for<00:33:14.472> your<00:33:14.569> time.

00:33:14.826 --> 00:33:16.175
Seriously,<00:33:15.211> this<00:33:15.372> has<00:33:15.516> been<00:33:15.677> remarkable.

00:33:16.801 --> 00:33:24.285
Um,<00:33:17.861> we<00:33:18.086> end<00:33:18.182> every<00:33:18.407> interview<00:33:18.664> the<00:33:18.744> exact<00:33:19.066> same<00:33:19.291> way,<00:33:19.628> and<00:33:19.708> that<00:33:19.869> is<00:33:20.013> at<00:33:20.061> CEO.com,<00:33:20.816> we<00:33:20.913> believe<00:33:21.154> the<00:33:21.234> chances<00:33:21.700> one<00:33:21.876> gives<00:33:22.342> is<00:33:22.422> just<00:33:22.663> as<00:33:22.695> important<00:33:23.065> as<00:33:23.145> the<00:33:23.225> chances<00:33:23.627> one<00:33:23.788> takes.

00:33:24.767 --> 00:33:28.333
I<00:33:24.912> wonder<00:33:25.153> when<00:33:25.313> you<00:33:25.474> hear<00:33:25.811> that,<00:33:26.197> who<00:33:26.293> gave<00:33:26.598> you<00:33:26.695> a<00:33:26.775> chance<00:33:27.112> to<00:33:27.257> get<00:33:27.417> you<00:33:27.514> to<00:33:27.642> where<00:33:27.819> you<00:33:27.979> are<00:33:28.140> today?

00:33:29.167 --> 00:33:30.804
Oh<00:33:29.183> my<00:33:29.328> God,<00:33:29.488> the<00:33:29.809> list<00:33:30.146> that<00:33:30.290> I<00:33:30.451> have.

00:33:31.012 --> 00:33:33.643
I<00:33:31.189> am,<00:33:31.975> I<00:33:32.167> am<00:33:32.312> here<00:33:32.633> because<00:33:32.953> of<00:33:33.034> my<00:33:33.194> mentors.

00:33:33.916 --> 00:33:41.408
I<00:33:33.996> am<00:33:34.221> here<00:33:34.397> because<00:33:34.798> people<00:33:35.119> took<00:33:35.344> chances<00:33:35.905> on<00:33:36.066> me<00:33:36.804> when<00:33:37.028> I<00:33:37.189> was<00:33:37.590> rough<00:33:37.847> around<00:33:38.167> the<00:33:38.328> edges,<00:33:39.435> when<00:33:39.595> I<00:33:39.772> said<00:33:40.253> the<00:33:40.397> wrong<00:33:40.734> thing<00:33:40.975> in<00:33:41.055> a<00:33:41.103> meeting.

00:33:41.841 --> 00:33:42.419
Everybody<00:33:42.162> forgets.

00:33:42.836 --> 00:33:45.098
So<00:33:43.141> like,<00:33:43.285> I,<00:33:43.381> but<00:33:43.542> you<00:33:43.622> could<00:33:43.766> see<00:33:43.879> the<00:33:44.023> military<00:33:44.424> played<00:33:44.601> an<00:33:44.665> important<00:33:44.986> role.

00:33:45.146 --> 00:33:53.440
I<00:33:45.210> was<00:33:45.323> a<00:33:45.403> military<00:33:45.868> brat<00:33:46.012> and<00:33:46.173> whatever,<00:33:46.414> but<00:33:47.055> Admiral<00:33:47.392> Nimitz,<00:33:47.938> who<00:33:48.034> was<00:33:48.259> one<00:33:48.355> of<00:33:48.419> the<00:33:48.515> heroes<00:33:48.980> of<00:33:49.077> World<00:33:49.317> War<00:33:49.414> II,<00:33:50.344> ran<00:33:50.537> a<00:33:50.601> ship<00:33:50.938> aground<00:33:51.724> the<00:33:51.804> first<00:33:52.109> time<00:33:52.285> he<00:33:52.366> was<00:33:52.526> put<00:33:52.686> in<00:33:52.767> command,<00:33:53.232> right?

00:33:54.114 --> 00:33:59.856
And<00:33:54.756> You<00:33:54.836> know,<00:33:55.013> in<00:33:55.077> that<00:33:55.269> zero<00:33:55.718> failure<00:33:56.279> world,<00:33:57.017> we<00:33:57.178> would've<00:33:57.418> lost<00:33:57.739> one<00:33:58.220> of<00:33:58.300> our<00:33:58.445> greatest<00:33:58.781> military<00:33:59.246> leaders,<00:33:59.647> right?

00:34:00.305 --> 00:34:17.962
So<00:34:00.690> I<00:34:00.866> am<00:34:01.508> incredibly<00:34:02.213> thankful<00:34:02.791> to<00:34:02.967> the<00:34:03.416> Brett<00:34:03.673> Hodges<00:34:04.234> of<00:34:04.314> the<00:34:04.459> world<00:34:04.892> and<00:34:05.020> the<00:34:05.116> Craig<00:34:05.341> Johnsons<00:34:05.982> of<00:34:06.014> the<00:34:06.158> world<00:34:07.265> and<00:34:07.425> the<00:34:07.586> Alfred<00:34:07.923> Macs<00:34:08.404> of<00:34:08.468> the<00:34:08.564> world,<00:34:09.510> the<00:34:10.168> Colonel<00:34:10.408> Baggotts<00:34:10.954> of<00:34:10.986> the<00:34:11.130> world,<00:34:11.611> people<00:34:11.804> that<00:34:12.012> took<00:34:12.814> me<00:34:13.039> under<00:34:13.215> their<00:34:13.439> wing<00:34:13.616> and<00:34:13.760> went,<00:34:14.722> okay,<00:34:15.861> not<00:34:16.326> how<00:34:16.503> I<00:34:16.647> would've<00:34:16.888> handled<00:34:17.144> that<00:34:17.304> situation.

00:34:18.812 --> 00:34:19.919
Let<00:34:18.972> me<00:34:19.133> give<00:34:19.229> you<00:34:19.325> some<00:34:19.534> advice.

00:34:20.497 --> 00:34:21.769
Let<00:34:20.593> me<00:34:20.899> give<00:34:21.060> you<00:34:21.237> a<00:34:21.302> shot.

00:34:22.348 --> 00:34:27.372
And<00:34:24.361> I<00:34:24.699> love<00:34:25.424> the<00:34:25.810> best<00:34:26.068> part<00:34:26.326> of<00:34:26.374> the<00:34:26.455> job<00:34:26.712> of<00:34:26.793> being<00:34:26.970> CEO.

00:34:27.501 --> 00:34:32.002
And<00:34:27.598> honestly,<00:34:27.904> the<00:34:27.936> best<00:34:28.145> part<00:34:28.258> of<00:34:28.322> being<00:34:28.484> 54<00:34:28.902> years<00:34:29.208> old<00:34:29.450> in<00:34:29.514> the<00:34:29.546> business<00:34:29.836> world<00:34:30.564> is<00:34:30.725> mentoring<00:34:31.226> the<00:34:31.307> next<00:34:31.549> generation.

00:34:32.600 --> 00:34:37.540
One<00:34:32.745> of<00:34:32.777> the<00:34:32.842> things,<00:34:33.117> because<00:34:33.278> I'm<00:34:33.408> a<00:34:33.424> veteran,<00:34:33.973> we<00:34:34.119> hire<00:34:34.361> veterans,<00:34:36.200> a<00:34:36.216> lot<00:34:36.313> of<00:34:36.345> special<00:34:36.619> operations<00:34:37.120> veterans.

00:34:37.588 --> 00:34:38.945
It's<00:34:37.685> a<00:34:37.766> personal<00:34:38.154> cause<00:34:38.509> of<00:34:38.638> mine.

00:34:39.543 --> 00:34:43.516
I've<00:34:39.704> managed<00:34:40.027> to<00:34:40.108> get<00:34:40.205> my<00:34:40.350> organization<00:34:40.915> to<00:34:41.077> adopt<00:34:41.481> it,<00:34:42.046> and<00:34:42.127> I<00:34:42.224> mentor<00:34:42.708> a<00:34:42.773> lot<00:34:42.950> of<00:34:43.015> these<00:34:43.177> people.

00:34:44.118 --> 00:34:47.574
And<00:34:45.352> I<00:34:45.616> think<00:34:45.928> the<00:34:46.010> same<00:34:46.356> thing<00:34:46.767> every<00:34:47.031> single<00:34:47.426> time.

00:34:48.102 --> 00:34:52.177
Somebody<00:34:48.744> along<00:34:49.065> the<00:34:49.209> way<00:34:50.027> was<00:34:50.204> nice<00:34:50.733> enough<00:34:51.070> to<00:34:51.295> give<00:34:51.551> me<00:34:51.712> a<00:34:51.776> shot.

00:34:52.257 --> 00:34:54.231
And<00:34:52.338> they<00:34:52.434> didn't<00:34:52.739> do<00:34:52.915> it<00:34:53.076> because<00:34:53.396> they<00:34:53.541> were<00:34:53.621> selfish.

00:34:54.824 --> 00:34:57.921
They<00:34:54.921> didn't<00:34:55.225> do<00:34:55.402> it<00:34:55.562> because<00:34:56.605> they<00:34:56.765> thought<00:34:56.990> they<00:34:57.086> were<00:34:57.118> gonna<00:34:57.327> get<00:34:57.552> something.

00:34:58.450 --> 00:35:13.675
They<00:34:58.610> just<00:34:58.835> thought,<00:34:59.012> 'cause<00:34:59.188> it<00:34:59.236> was<00:34:59.332> the<00:34:59.557> right<00:34:59.878> thing<00:35:00.038> to<00:35:00.135> do.'<00:35:01.001> And<00:35:01.562> I<00:35:02.204> am<00:35:02.365> so<00:35:03.407> incredibly<00:35:04.707> thankful<00:35:06.070> to<00:35:06.231> them<00:35:06.953> because,<00:35:07.980> look,<00:35:08.092> if<00:35:08.220> I<00:35:08.317> could<00:35:08.397> take<00:35:08.573> my<00:35:08.718> CEO<00:35:09.520> badge,<00:35:10.466> I'd<00:35:10.546> have<00:35:10.659> to<00:35:10.787> rip<00:35:10.964> it<00:35:11.044> into<00:35:11.220> 75<00:35:11.926> pieces,<00:35:12.632> including<00:35:13.129> my<00:35:13.354> wife.

00:35:14.175 --> 00:35:17.978
And<00:35:14.320> hand<00:35:14.595> a<00:35:14.660> piece<00:35:14.903> to<00:35:15.130> all<00:35:15.308> of<00:35:15.453> them<00:35:16.198> because<00:35:16.829> I<00:35:16.910> would<00:35:17.007> not<00:35:17.169> be<00:35:17.315> here<00:35:17.476> without<00:35:17.800> them.

00:35:18.706 --> 00:35:27.503
It<00:35:18.852> takes<00:35:19.127> a<00:35:19.192> village,<00:35:19.613> it<00:35:19.678> takes<00:35:19.937> a<00:35:20.066> team,<00:35:21.118> and<00:35:21.361> any<00:35:21.620> CEO<00:35:22.170> that<00:35:22.267> tells<00:35:22.591> you<00:35:22.656> it<00:35:22.737> doesn't,<00:35:24.034> I<00:35:24.196> would<00:35:24.358> argue,<00:35:24.682> has<00:35:24.844> gotten<00:35:25.412> ego<00:35:25.833> and<00:35:25.979> reality<00:35:26.579> switched<00:35:27.049> with<00:35:27.146> each<00:35:27.357> other.

00:35:29.200 --> 00:35:29.521
That's<00:35:29.392> awesome.

00:35:30.357 --> 00:35:32.495
Sam,<00:35:30.984> thank<00:35:31.160> you<00:35:31.241> so<00:35:31.418> much<00:35:32.028> for<00:35:32.125> joining<00:35:32.350> us.

00:35:33.089 --> 00:35:33.652
It<00:35:33.314> was<00:35:33.475> a<00:35:33.491> pleasure.

00:35:33.716 --> 00:35:34.150
Thank<00:35:33.957> you.

00:35:35.661 --> 00:35:35.982
Thank<00:35:35.886> you.

00:35:36.127 --> 00:35:37.156
Well,<00:35:36.288> we'll<00:35:36.545> see<00:35:36.690> you<00:35:36.722> down<00:35:36.931> the<00:35:37.011> line.

00:35:37.204 --> 00:35:38.121
I'm<00:35:37.333> sure<00:35:37.493> we'll<00:35:37.590> have<00:35:37.734> you<00:35:37.831> back<00:35:37.992> on.

00:35:39.271 --> 00:35:39.790
I<00:35:39.352> would<00:35:39.449> love<00:35:39.676> to.

00:35:39.854 --> 00:35:42.129
You're—<00:35:40.907> you<00:35:41.134> are<00:35:41.516> Good<00:35:41.758> at<00:35:41.936> this.

00:35:42.404 --> 00:35:44.245
Holy<00:35:42.678> mackerel,<00:35:43.163> you<00:35:43.308> ask<00:35:43.470> good<00:35:43.631> questions.

00:35:44.745 --> 00:35:46.344
I<00:35:45.101> appreciate<00:35:46.296> it.

00:35:46.441 --> 00:35:46.861
Thank<00:35:46.683> you.